The Wildlife Trust for Bedfordshire, Cambridgeshire and Northamptonshire (Wildlife Trust BCN) is committed to providing a high quality of service. Despite this commitment sometimes things can go wrong. When this happens, we encourage individuals to inform us so that we can try and resolve the issue as early as possible.
Contacting us
There are a number of ways you can choose to get in touch with us with comments:
You can email us at cambridgeshire@wildlifebcn.org, bedfordshire@wildlifebcn.org, or northamptonshire@wildlifebcn.org.
You can call us on 01954 713500 (Cambs); 01604 405285 (Northants); 01234 364213 (Beds) and one of our staff will take the details of your query. If no-one is available you can leave a message and a contact number and someone will return your call as soon as possible.
Or you can write to us at:
Wildlife Trust BCN Enquiries
The Manor House
Broad Street
Great Cambourne
Cambridge CB23 6DH.
We will respond to your comment via the same method you contacted us unless you request otherwise, although we have found that the best way to resolve a problem quickly is by telephone.
If your comment becomes a formal complaint then we will ask you to put this in writing including your name, address and contact telephone number and the nature of your complaint so that we can get in touch with you.
What we will do
- We will endeavour to acknowledge your comments within 5 working days and if a detailed response is needed will respond within 28 working days.
- If you are still not satisfied and you wish to make a formal complaint, this will be dealt with under our formal complaints process and we will ask you to put your complaint in writing.
- Please ensure you give a detailed account of your complaint and the reasons why you are not satisfied with our response. All complaints will be treated with confidentiality and according to data protection regulations.
- We are honest and open about the types of complaints to which we will not respond in detail.
There are times when we may choose not to respond to a complaint at all:
- When a complaint is about something to which the Wildlife Trust BCN has no direct connection. We may choose to reply to clear our name but we are not obliged to.
- When a complaint has only a very broad connection to something that the Wildlife Trust BCN is working on but is not something on which we have control or influence, for example political issues.
- When someone unreasonably pursues a complaint that we have already responded to. They will be given escalation points but we may choose not to reply again.
- When a complaint is incoherent or illegible.
- When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can choose whether it is necessary for us to reply or not.
- The Wildlife Trust BCN cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.
- We may direct the following types of contact to the police and this may result in action by them:
- When a complainant is being abusive, prejudiced or offensive in their manner.
- When a complainant is harassing a staff member.
Protecting our staff from inappropriate and unacceptable behaviour
Responsibility
Overall responsibility for the Trust’s complaints process and its implementation lies with the Trust’s Executive Board.
Complaints about how we look after personal data
We are committed to keeping personal data safe. For information on how and why we use personal data, in accordance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR), please see our Privacy Notice.
If you have a complaint about how we collect, use or store personal data, the most effective way to reach us is to contact the Data Team directly:
- Email - dataissues@wildlifebcn.org
- Mail - The Manor House, Broad Street, Great Cambourne, Cambridge CB23 6DH.
- Telephone - 01954 713500
Please provide:
- your full name and contact details, and your preferred method of communication;
- full details of the complaint, including any relevant dates, and the impact or any harm that has been caused by our data processing;
- any additional adjustments you require as we respond to your complaint eg large print format.
We will:
- acknowledge your complaint within 30 days;
- keep you informed of the progress of your complaint;
- explain the outcome to you.
You can expect us to:
- verify your identify - this may mean we request sight of your driving licence, passport or a utility bill;
- request proof of authority if you are making a complaint on behalf of someone else – this could be an appropriate power of attorney or a signed letter of authority.
Who else can help?
If you are not completely satisfied with the outcome of your complaint or how it has been handled by members of our team, we will review this in line with our complaints procedure and ask another manager to review it. If you are still not satisfied there are external bodies that can review your complaint and our handling of it.
Complaints about Fundraising
The Wildlife Trust BCN is registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice. You can read our fundraising promise here.
If your complaint is to do with fundraising and you feel that it has been unresolved by us then the Fundraising Regulator can investigate your complaint. They usually consider complaints made to them within a year of your original complaint to us. You can complain online at: Make a complaint | Fundraising Regulator.
Complaints about how we look after personal data
If you have made a complaint to us about how we collect, use or store personal data, and you do not feel that your concerns have been resolved satisfactorily please contact the Information Commissioner online at Make a complaint about how an organisation has used your personal information | ICO or by telephone: 0303 123 1113.
Other complaints
Alternatively if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact The Charity Commission Raising Concerns - Charity Commission for England and Wales.