Feedback and complaints

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.

Read on to find out how to share your feedback, as well as how to make a data protection complaint. 

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:

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 Postcode Lottery should be sent to:

28 Charlotte Square
Edinburgh
EH2 4ET
Tel: 0808 109 8765

Or via email at info@postcodelottery.co.uk

How to make a data protection complaint 

We take your privacy seriously and are committed to protecting your personal information. If you have any concerns about how we have collected, used, shared, stored or otherwise handled your personal data, we would like to hear from you. 

What should I include in my data protection complaint?

To help us look into your concern as quickly as possible, please provide: 

• your name and contact details 
• a clear description of your concern 
• any relevant dates or reference numbers (if known). 

What should I expect once I have submitted my data protection complaint? 

• We will acknowledge your complaint as soon as possible. 
• We will review the information provided and investigate your concerns carefully and fairly. 
• We will let you know if we need more than 30 days to investigate your concerns.  
• We will aim to respond within 30 days, including an explanation of the outcome of our investigation. 

How to contact us with a data protection complaint 

If you wish to raise a data protection concern or make a complaint, please contact us using the details below: 

What should I do if I am not satisfied with your response? 

We hope to resolve any concerns directly with you. However, if you remain unhappy with our response, you have the right to raise your concern with the relevant data protection regulator. 

In the UK, this is the Information Commissioner's Office (ICO). You can contact the ICO through their website or by telephone: 

Website: www.ico.org.uk 
Telephone: 0303 123 1113 

We value your feedback and welcome the opportunity to address any concerns you may have about your personal information.