We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. Please provide your feedback by clicking on the relevant link below. Alternatively you can call us on 0117 917 7270 or write to us at the following address: Avon Wildlife Trust. 32 Jacobs Wells Road, Bristol BS8 1DR. 

We aim get back to you about your feedback within 10 working days of receiving it. 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. 

If you are not happy with the response you receive, you can escalate your concerns to Jane Davis our designated complaints co-ordinator, who will consider the matter in more detail.


How to make a complaint about our fundraising

Stage 1: Avon Wildlife Trust tries to resolve the complaint

Any complaints can be raised with Avon Wildlife Trust or The Fundraising Regulator. Please click here to complete our complaints form so that we are able to help you in the best way suited to your complaint.

Make a complaint

Submit the complaint with Avon Wildlife Trust using our online form by clicking here (or in writing by post, by email, or by phone) within three months of the incident occurring. We will provide you with a copy of the Avon Wildlife Trust complaints procedure and the Fundraising Promise within 14 days.

Complaint is made

We will acknowledge the complaint in writing within 14 days.

Record the complaint

Avon Wildlife Trust will keep a record of the complaint for at least 24 months from the date the complaint was made and will make the record available for inspection by the Fundraising Regulator if required.

When the investigation is completed

We will tell you of the outcome of the investigation in writing within 28 days of acknowledgement of receipt of the complaint.

If the outcome is not seen as satisfactory

You can escalate the complaint by raising you concerns with The Fundraising Regulator within two months of receiving Avon Wildlife Trust's final response.

 

Stage 2: The Fundraising Regulator tries to resolve the complaint

 

If the complaint is not satisfactorily resolved, then it can be passed to the Fundraising Regulator. They will investigate the complaint and work with Avon Wildlife Trust and yourself to try to resolve the problem.

Once the Fundraising Regulator has received the complaint, they will contact us to inform us of the complaint and to gather information from us regarding the issue. Avon Wildlife Trust will provide the Fundraising Regulator with any fundraising materials as necessary and will cooperate fully and comply with any remedy proposed by the Fundraising Regulator.

The Regulator will investigate the complaint and try to resolve it with all parties concerned within 30 days.

 

Stage 3: The Fundraising Regulator upholds or rejects a complaint

 

If you are still not satisfied with the outcome you can ask the Fundraising Regulator to adjudicate. The Fundraising Regulator will review the complaint and report their conclusion within 60 days. The Regulator has the discretion to specify that either no further action is appropriate or to censure Avon Wildlife Trust and prescribe one or more sanctions. The Fundraising Regulator will try to pursue the case to a satisfactory conclusion for both parties.

 

 
Image credit: Claire Davey