Amy Falla
Complaints Policy
How to submit a complaint to Suffolk Wildlife Trust
We are committed to ensuring our work if of the highest quality. We believe that through effective management and investigation of complaints, we can identify learning opportunities that help us achieve high quality work and continuously improve as an organisation.
- Suffolk Wildlife Trust recognises complaints are an important part of being a learning organisation.
- The procedure is fair, transparent and accessible to all.
- Concerns and complaints must be dealt with efficiently, appropriately and are investigated within the agreed time frames.
- Complainants are treated with respect and courtesy throughout the handling of the complaint.
- Complainants receive a timely and appropriate response and identifies the outcome of any investigation.
- Action is taken where necessary considering the outcome of the complaint.
If a complaint is about the CEO then it should be addressed to the Chair of the Board of Trustees (marked private and confidential), which is ultimately responsible as Trustees of the organisation.
If the complaint is related in any way to data handling or data protection, please email data@suffolkwildlifetrust.org or use our online Data Complaints Form.
Stage 1 - Making an initial complaint
To make an initial complaint (Stage 1), please speak to or email the individual(s) concerned, or their line manager, and we'll do everything we can to satisfy your complaint. We'll also let you know of any actions we're taking in response.
If you don’t know who to contact, or do not wish to contact the individual(s) involved, please email complaints@suffolkwildlifetrust.org.
So that we can resolve the issue as efficiently as possible, please include as much detail as possible regarding your complaint, including any relevant communications or documentation.
Your escalation will be acknowledged with 3 working days and will investigate and respond within 7 working days from the date of the acknowledgement.
Stage 2 - Escalating your complaint
If you're not satisfied with the response you receive at Stage 1, you can request your complaint to be escalated (Stage 2).
You can escalate the issue by replying to your contact at Stage 1, by emailing: complaints@suffolkwildlifetrust.org, or in writing to the below address:
FAO Head of Operations,
Suffolk Wildlife Trust,
Brooke House,
The Green,
Ipswich IP6 9JY
Your escalation will be acknowledged with 3 working days and will investigate and respond within 20 working days from the date of the acknowledgement.
Stage 3 - Dissatisfaction appeal
If you're still not satisfied with our response, the final stage (Stage 3) is to send an appeal to a department Director.
To appeal, please outline the reasons for your dissatisfaction in writing (via email or post) and send them to the relevant department Director. If you don't know who the relevant Director will be, or you don't have their contact details, you can request their details be emailing: complaints@suffolkwildlifetrust.org.
The relevant Director will review the investigation, investigate further if needed, and then deliver the final decision to you.
The Director will respond within 30 working days from the date of receiving the appeal.
Charity Commission
If you are not satisfied with our complaints process, you can contact the Charity Commission, who will be able to advise on whether they can escalate the complaint further. You can contact the Charity Commision here: www.charitycommission.gov.uk/About_us/Contacting_us/default.aspx
Fundraising Regulator
If you are dissatisfied with our response to a complaint relating to fundraising, you can contact the Fundraising Regulator (FR), visit www.fundraisingregulator.org.uk/ to access their independent complaints procedure.