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Complaints procedure

Sussex Wildlife Trust is committed to giving a high quality service. Despite this commitment sometimes things will go wrong. When this happens we want to know about it, and to put things right where we can.

If you have a complaint or positive suggestion, do please tell us about it and help us to help you.

Complaint or feedback form
Victoria Hume 5
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Our complaints procedure:

Step 1: Local Resolution

  • Speak to the person who provided the service. Most issues can be resolved informally and quickly.
  • If you’re unsure who to contact, visit our Get in Touch page on our website or use our Complaints and Feedback Form below.
  • If you are still unsure who to contact then send an email to swtcomplaints@sussexwt.org.uk
  • We aim to acknowledge informal complaints within five working days

    • Step 2: Formal Complaint

  • If the issue is not resolved, submit a formal complaint in writing to the Chief Executive Officer (CEO) to swtcomplaints@sussexwt.org.uk
  • The CEO will respond within five workings days and investigate and respond within 20 working days. If more time is needed, we will keep you informed

    • Step 3: Final Appeal

  • If you remain dissatisfied, you may escalate the complaint to the SWT’s Secretary who will respond on behalf of the Council of Trustees.
  • Contact details will be provided in the Step 2 response.
  • The Council’s decision is final and will be made within 20 working days.

    • Our commitment to you

    We will:

    • Acknowledge your complaint and tell you who is handling it
    • Investigate it fairly, thoroughly, and confidentially
    • Respond within the stated timeframes or keep you updated if delays occur
    • Apologise and take corrective action if we are at fault
    • Provide a full explanation of the outcome.
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    Get in touch

    Complaints and feedback Form

    Please use this form to send us any specific feedback or to log a complaint if you do not know who to address it to.

    Your enquiry

    Make a complaint or leave feedback


    If you are still not satisfied and feel that the Sussex Wildlife Trust has not resolved the issue satisfactorily, you may wish to refer your complaint to the Charity Commission.

    The Charity Commission

    Harmsworth House
    13-15 Bouverie Street
    LONDON EC4Y 8DP

    Tel: 0870 333 0123
    email here
    Minicom* facility: 0870 333 0125
    (* for hearing and speech impaired callers)