Make a complaint

Shropshire Wildlife Trust is committed to giving a high quality service. Despite this commitment, sometimes things may not go as we would wish. If this happens, we want to know about it and 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.

Please review our complaints procedure and our Complaints Policy (find below) for more information before submitting your complaint using the form below. 

Our Complaints Procedure

Step 1
If you are unable to resolve the issue directly with a member of staff, please fill in our complaints form below

Step 2
We will review and investigate your complaint according to our internal complaints procedure. You will hear back from us within 20 working days.

Step 3
If you are still not satisfied with the outcome, you can contact the Chair of Trustees through: Shropshire Wildlife Trust, 193 Abbey Foregate, Shrewsbury, SY2 6AH

Our promises to you:

1. We will make sure all complaints are investigated fairly and we will report back to you within 20 working days. Complicated complaints sometimes take a little longer to sort out, but we will keep you up to date with what is happening.
2. We will make sure that complaints are, wherever possible, resolved and that relationships are repaired.

Complaints about fundraising

Shropshire Wildlife Trust is registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice.

If your complaint relates to fundraising and you feel it remains unresolved then the Fundraising Regulator can investigate your complaint (England & Wales only). You should contact them within two months of receiving your response from us.

Fundraising Regulator

1st Floor

10 St Bride Street

London

EC4A 4AD

0300 999 3404

enquiries@fundraisingregulator.org.uk

Further assistance with regards to your complaint about fundraising can be sought from the following organisation:

Charity Commission

PO Box 1227 Liverpool

L69 3UG

0845 3000218

charity commission website

For further assistance with complaints regarding information rights practices (data protection), Link to our privacy policy. advice can be sought from the Information Commissioner’s Office, whose remit covers the UK.

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

SK9 5AF

0303 123 1113

casework@ico.org.uk 

Complaints Policy
 

Policy owner: Head of Development
Date approved: October 2024
Date for review: October 2029

1. Purpose
Shropshire Wildlife Trust is committed to giving a high-quality service. Despite this 
commitment, sometimes things may not go as we would wish. If this happens, we want to 
know about it and put things right where we can.
We take complaints very seriously and we treat them as an opportunity to develop our 
approach. This is why we are always very grateful to hear from people who are willing to 
take the time to help us improve. We aim to respond within 20 working days.
 

2. Our policy
Our policy is:
• To provide a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
• To make sure everyone in our organisation knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely way.
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
• To learn from complaints and feedback to help us to improve what we do.
 

3. Confidentiality
All complaint information will be handled sensitively, in line with relevant data protection 
requirements.
 

4. Responsibility
Overall responsibility for this policy and its implementation lies with the Head of 
Development, SWT