1. Introduction

At Protect the Wild, we are committed to providing the highest level of service to our supporters, partners, and the public. However, we recognize that there may be occasions when individuals wish to express concerns or dissatisfaction with our actions, services, or policies. This Complaints Policy outlines the procedure for raising a complaint, ensuring that all concerns are handled promptly, fairly, and effectively.

2. What is a Complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Protect the Wild’s work. This may include concerns about our campaigns, the behavior of our staff or volunteers, or our communication with the public.

3. How to Make a Complaint

If you have a complaint, we encourage you to contact us as soon as possible so that we can work together to resolve the issue. Complaints can be made through the following channels:

• Email: You can email your complaint to us at supportercare@protectthewild.org.uk.
• Phone: You can call us on 07947 992502 during our office hours (Monday to Friday, 9:00 AM to 5:00 PM).
• Post: You can write to us at our registered office: Protect the Wild
  71-75 Shelton Street
  Covent Garden
  London
  WC2H 9JQ

4. What Information We Need

To help us deal with your complaint effectively, please provide the following details:

• Your full name and contact information (email or phone number).
• A clear description of your complaint, including any relevant details such as dates, times, and names of individuals involved.
• Any supporting evidence or documentation that might help us to investigate the complaint.
• Your preferred resolution or outcome, if any.

5. Our Complaints Handling Process

Upon receiving your complaint, we will:

1. Acknowledge Receipt: We will acknowledge your complaint within three working days of receiving it, confirming that we are investigating the matter.

2. Investigation: Your complaint will be investigated by an appropriate member of our team. We aim to conduct a thorough investigation and gather all necessary information.

3. Response: We will provide a full response to your complaint within 15 working days of acknowledgment. If we require more time to investigate, we will inform you of the reason for the delay and provide an updated timeline.

4. Resolution: If your complaint is upheld, we will take appropriate action to rectify the situation and prevent a recurrence. If your complaint is not upheld, we will provide a clear explanation of our decision.

5. Appeal: If you are not satisfied with our response, you may appeal the decision. Your complaint will then be reviewed by a senior member of the organization, and a final decision will be communicated to you within 10 working days of your appeal.

6. Confidentiality

All complaints will be handled with the utmost confidentiality. Information will only be shared with those who need to know in order to investigate and resolve the issue.

7. Monitoring and Review

We monitor all complaints to identify any trends or areas for improvement in our services. This Complaints Policy will be reviewed annually to ensure it remains effective and in line with best practices.

8. Contact Information

For any questions about this Complaints Policy or to make a complaint, please use the contact details provided above.

Protect the Wild
Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
Email: supportercare@protectthewild.org.uk
Phone: 07947 992502

This Complaints Policy is effective as of 1st January 2024, and will be reviewed annually.