WWT’s Feedback and complaints procedure
Feedback
Whether you’ve had an amazing wetland adventure with us, want to let us know about an outstanding member of staff or volunteer, or think there’s something we could be doing better, please let us know.
Making a complaint
If you’re unhappy with an experience you’ve had with us, or at something we have done (or not done), we will try to put things right and learn from your complaint so that we can improve what we do.
We will always treat complaints seriously and deal with them fairly and properly. We will look to resolve complaints promptly and informally whenever possible. It’s also important to us that we learn from complaints and take action to improve our service, and we will always ensure that complaints are treated in confidence.
We’ve broken down our complaints process into three stages. Please follow each stage fully and then, if you remain unhappy with the outcome or resolution offered, we'll be happy to review your complaint further at the next stage.
Stage 1
Speak to a member of staff during your visit or contact our Supporter Services team
It’s our intention to resolve any complaints quickly so its best if you can let us know about any issues straight away.
If your complaint is related to an issue at one of our sites, please try and speak to a member of our team during your visit. If you are unable to report the issue at the time of your visit, or it’s not related to one of our sites, then you can contact our Supporter Services team, as follows:
Email: feedback@wwt.org.uk
Telephone: 01453 891198
Write: Supporter Services, WWT Slimbridge, Bowditch, Slimbridge, Gloucestershire, GL2 7BT
To enable us to respond and investigate your complaint as quickly as possible, please ensure you include as much information as you can, for example your name, address, telephone number, email and any identifiers like supporter or membership number.
If your complaint is about one of our sites, our Supporter Services team will pass your enquiry on to the site, usually the Site Manager, as they're best placed to investigate and respond.
Should you wish to make your complaint over the telephone, we'll try to resolve the issue during your call. If you wish to make your complaint by email or in writing, we'll do everything we can to resolve it within 10 working days. If this isn't possible, we'll explain why and provide a new deadline. We find that most complaints can be resolved at this stage.
Stage 2
Contact our Head of Supporter Engagement
If you're not happy with our response in stage 1, then you can get back in touch with us by writing to the Head of Supporter Engagement, as follows:
Email: supporter@wwt.org.uk
Write: Head of Supporter Engagement, Supporter Services, WWT Slimbridge, Bowditch, Slimbridge, Gloucestershire, GL2 7BT
Your complaint will be reviewed by our Head of Supporter Engagement and WWT’s response will be sent by email or in writing within 10 working days.
Stage 3
Contact a member of our Executive Leadership team
If you're not happy with the response from stage 2, then you can write to our Executive Leadership team, whereby a Director, the Deputy Chief Executive or the Chief Executive will ensure you receive a response to your case.
Please send your complaint in writing to our Executive Leadership Team, WWT Slimbridge, at the address above, or email supporter@wwt.org.uk.
Your complaint will be independently reviewed by the relevant member of our Executive Leadership team, who'll have the option to ask a WWT employee or a member of Council to review the complaint on their behalf before making a final decision. WWT’s final response will be sent in writing within 10 working days.
You can also raise your complaint with the Charity Commission, Fundraising Regulator or Advertising Standards Authority at any stage. The Charity Commission advise to communicate with the charity in the first instance. For more information: www.gov.uk/complain-about-charity