Coronation Gardens Complaints Policy

1. Who should I contact?

Coronation Gardens is a partnership between The Royal Society of Wildlife Trusts, Incredible Edibles, Garden Organic and The Women's Institutes. Complaints will be reviewed by The Royal Society of Wildlife Trusts and shared wtih partners. 

Please contact Coronation Gardens directly with any complaints at coronationgardens@wildlifetrusts.org

The Wildlife Trusts also consist of 46 separate Wildlife Trusts, each one a separate charity, supported by a central charity, the Royal Society of Wildlife Trusts. If your complaint relates to a particular Wildlife Trust or one of their nature reserves, please contact that Trust directly. You can find their contact details here.

If your complaint relates to Coronation Gardens, please read our policy below.

2. General complaints

Coronation Gardens want to exceed your expectation in everything we do. However, we know that there may be times when we do not meet our own high standards. When this happens, we want to hear about it, in order to deal with the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop our approach. This is why we are always very grateful to hear from people who are willing to take the time to help us improve.

Our policy is:

• To provide a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
• To make sure everyone in our organisation knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely way.
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
• To learn from complaints and feedback to help us to improve what we do.

Confidentiality

All complaint information will be handled sensitively, in line with relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with Thirzah McSherry, from our team of Directors.

How to make a complaint

Complaints should where possible be in writing and sent to:

Coronation Gardens c/o The Wildlife Trusts
The Kiln
Waterside
Mather Road
Newark
Nottinghamshire
NG24 1WT

Or emailed to coronationgardens@wildlifetrusts.org

 

3. Complaints about fundraising

Coronation Gardens is a partnership manage by The Wildlife Trusts. We are registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice. You can read our fundraising promise here.

Complaints should be made to The Wildlife Trusts within 12 weeks of the fundraising incident or communication about which the complaint is made.

If you do not feel that your concerns have been resolved satisfactorily by The Wildlife Trusts, you can refer your complaint to the Fundraising Regulator. In accordance with the Fundraising Regulator’s Complaints Process, concerns should be raised with the Fundraising Regulator within two months of our final response to the complaint.

Fundraising Regulator
Eagle House
167 City Road
London
EC1V 1AW
0300 999 3407
www.fundraisingregulator.org.uk 

Further assistance with regards to your complaint about fundraising can be sought from the following organisations:

 

 

4. Complaints about how we look after your personal data

We are committed to keeping your personal details safe. For information on how and why we use your personal data, in accordance with the General Data Protection Policy (GDPR), please see our Privacy Policy.

If you have made a complaint about how we capture, use or store your personal data, and you do not feel that your concerns have been resolved satisfactorily by The Wildlife Trusts, please contact the Information Commissioner’s Office, whose remit covers the UK.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF

Telephone: 0303 123 1113

Email: casework@ico.org.uk