Please note: Due to an IT upgrade at our Headquarters Office there will be some disruption to emails and telephones from Friday 3 to Monday 6 December inclusive. Thank you for bearing with us whilst we undertake this vital upgrade.
Lincolnshire Wildlife Trust
Manor House Street
Open: 9am - 5pm, Monday - Friday
Closed: Saturday and Sunday
Snipe Dales Country Park and Nature Reserve
Whisby Nature Park
Making a complaint
Lincolnshire 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 put things right where we can.
Please follow our procedure below to lodge a complaint.
If you have a complaint about the conduct of the Trust’s affairs, or about any of our personnel, we would like you to tell us about it. We will do our best to help and, where appropriate, we will try to put the matter right.
Contact the person concerned or who provided the service, by telephone, email or by letter. We hope to sort out most problems immediately. If you are not sure who to contact, please telephone the Chief Executive’s PA who will be able to advise you.
If you are not satisfied with our initial response, or if you think the matter is serious enough to need attention at a senior level, please write with details to the Trust’s Headquarters. You may address the letter to the relevant member of staff, the Chief Executive, or to the Trust’s Chair.
We will respond within five working days either to let you know the outcome of our investigations, or to let you know how long it will take for us to deal with the matter.
If you remain unsatisfied you may contact the Trust’s Chair, who is named on our website, at Banovallum House or you may make a formal complaint to the Charity Commission, which is responsible for the regulation of charities, or other relevant regulatory body.
Our promise to you
- We will investigate your complaint thoroughly and fairly.
- We will contact you within five working days to let you know either the outcome of our investigation, or to tell you who is dealing with the matter and how long it will take.
- If we first send you an acknowledgement, we will subsequently write to you with details of our investigation. We will aim to do this within one month. Sometimes difficult issues can take longer. If so, we will keep you informed of progress.
- If, on reflection, our standards fall below those you expect, we will apologise and try to put things right as quickly as possible. In any event we will give you a full explanation.