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Complaints Policy

Cheshire Wildlife Trust is committed to delivering a high standard of service to anyone who engages with our work. We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves.

We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide feedback by:

• telephone: 01948 820728

• email: info@cheshirewt.org.uk or

• post: Cheshire Wildlife Trust, Bickley Hall Farm, Bickley, Cheshire SY14 8EF. If you are not satisfied by the response received as per above, please proceed to:

Complaints Procedure

Stage 1

Download the form below, complete and submit the form to us.
We will acknowledge and provide an initial response to your feedback within 10 working days of receiving the form. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

Stage 2

If you are not happy with the response you receive after stage 1, you can escalate your concerns to the Chief Executive who will consider the matter in more detail.

Stage 3

If you are still not happy you can escalate your concerns to the Trustee Complaints Appeal Panel

Stage 4

Cheshire Wildlife Trust is registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has been unresolved by us then the Fundraising Regulator can investigate your complaint. You must contact them within four weeks of receiving your response from us. You can complain

By post to: Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH

Online at: www.fundraisingregulator.org.uk/make-a-complaint/complain-about-a-fundraising-approach/

By phone: 0300 999 3407

Alternatively if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact:

The Charity Commission
PO Box 1227
L69 3UG
0845 3000 218


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