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COMPLAINTS PROCEDURE

Please note: If your complaint relates to GDPR (General Data Protection Regulations) please see our GDPR Complaints Procedure.

Last updated: May 2026

Our promise to you

  • We will acknowledge receipt of the complaint. The acknowledgement will say who is dealing with the complaint and when you can expect a reply
  • We will investigate the complaint thoroughly and fairly
  • Normally we will write and tell you the outcome of our investigation within one month. Difficult complaints sometimes take a little longer. If so, we will keep you up to date with what is happening
  • If we are at fault we will try to put things right as quickly as possible. In any case we will give you a full explanation

Cumbria Wildlife Trust is committed to giving a high quality service. Despite this commitment sometimes things will go wrong. When this happens we want to know about it, and to put things right where we can.

This procedure is intended for use by anyone who wishes to make a complaint about the Trust. Separate systems exist for employees and volunteers.

If you have a complaint, please tell us about it and help us to help you.

Our complaints procedure is as follows:

Step 1 

Contact the person who provided the service. We hope to sort out most problems on the spot. If you are not sure who to contact, or would like to speak to someone else, please contact our Director of Finance and Resources at our head office (contact details below) who will receive your complaint, acknowledge it within 30 days, and respond within two months.

Step 2 

If you are still not satisfied with the outcome, contact the Chair of the Trust at the address below who will further investigate the issue and reply to you within one further month.

Cumbria Wildlife Trust Plumgarths
Crook Road KENDAL
Cumbria LA8 8LX
Tel: 01539 816300
email: mail@cumbriawildlifetrust.org.uk

If you are not satisfied with the Trust’s responses, you may wish to refer your complaint to the Charity Commission or, for complaints relating to marketing and fundraising, the Fundraising Regulator (contact details below).

The Charity Commission for England and Wales
Harmsworth House 13-15 Bouverie Street London EC4Y 8DP Tel: 0300 066 9197 www.gov.uk/government/organisations/charity-commission


Fundraising Regulator 2nd Floor
CAN Mezzanine Building 49-51 East Road London
N1 6AH
Tel: 0300 999 3407
www.fundraisingregulator.org.uk