Feedback and complaints
We are always happy to receive your feedback and suggestions. There are plenty of ways you can get these to us.
If you send us feedback or suggestions, we will:
- Treat feedback seriously and in confidence.
- Try to resolve complaints/issues promptly.
- Learn from feedback and take action to further improve our services.
What to do if you have feedback
It is always better if you can let us know straight away if you have feedback that requires our attention. It's likely we can get it sorted quickly and we welcome the opportunity to do so.
You can share feedback or register a complaint with the Woodland Trust in the following ways:
Our address is:
The Response Team
The Woodland Trust
Kempton Way
Grantham
NG31 6LL
You can call our Response Team weekdays between 8.30am and 5pm on 0330 333 3300.
You can email the team at enquiries@woodlandtrust.org.uk
What happens once you've submitted your feedback?
If you give your feedback in person or over the phone, we will try to resolve the issue there and then. If we are unable to do so, we will endeavour to contact you with an update within 48 hours.
We will acknowledge emails within 48 hours and written communications within five working days of receiving them.
In any instance, we will do everything we can to resolve any issues raised within 10 working days. If this isn't possible, we let you know why and agree on next steps with you. If we are still unable to resolve your issue then we will escalate it internally using our pre-determined escalation process. We will make sure to keep you informed of what we are doing and who within the Trust owns your issue.
What if the complaint is not resolved?
If we reach the end of our complaints escalation process and you are unsatisfied regarding a fundraising issue, you can address your complaint with the Fundraising Regulator. It is an independent body responsible for facilitating an unbiased and considered judgement.
Alternatively, you can contact the Charity Commission or any other governing body:
The Charity Commission
1 Drummond Gate
Pimlico
London
SW1V 2QQ
Tel: 0300 065 2199
If you remain unsatisfied regarding a Woodland Trust raffle issue, you can address your complaint with the Independent Betting Adjudication Service (IBAS), an impartial adjudicator on disputes that arise between operators and their customers.
All feedback and complaints relating to the People's Postcode Lottery should be sent to:
28 Charlotte Square
Edinburgh
EH2 4ET
Tel: 0808 109 8765
Or via email at info@postcodelottery.co.uk