Policies

Complaints

Surrey Wildlife Trust is committed to giving a high quality service. Despite this commitment, sometimes things may not go as we would wish. If this happens, we want to know about it and put things right where we can.

If you have a complaint, or positive suggestion, do please tell us about it and help us to help you.

Our complaints procedure:

Step 1
Contact the person(s) within the Trust who provided the service to you or with whom you have recently worked; we hope to sort out most issues informally at the time.

Step 2
If you are not satisfied with the response, or you are unsure who to contact, please write to the Chief Executive, Nigel Davenport, using the online form at the bottom of this page and we will investigate. You will hear back from us within 20 working days.

Step 3
If you are still not satisfied with the outcome, you can contact the Chairman of Trustees through: Surrey Wildlife Trust, School Lane, Pirbright, Surrey, GU24 0JN.

Our promise to you:

•We will make sure all complaints are investigated fairly and we will report back to you within 20 working days. Complicated complaints sometimes take a little longer to sort out, but we will keep you up to date with what is happening.

•We will make sure that complaints are, wherever possible, resolved and that relationships are repaired.

•We will learn from complaints and feedback to help us to improve what we do.
 

Complaints about fundraising

Surrey Wildlife Trust is registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice.

If your complaint relates to fundraising and you feel it remains unresolved then the Fundraising Regulator can investigate your complaint (England & Wales only). You should contact them within two months of receiving your response from us.

Fundraising Regulator
1st Floor
10 St Bride Street
London
EC4A 4AD
0300 999 3404
enquiries@fundraisingregulator.org.uk

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

Charity Commission
PO Box 1227 Liverpool
L69 3UG
0845 3000218
www.charity-commission.gov

For further assistance with complaints regarding information rights practices (data protection), advice can be sought from the Information Commissioner’s Office, whose remit covers the UK.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF
0303 123 1113
casework@ico.org.uk 

 

Social Media

We encourage commenting and love to hear your thoughts, see your photos and share your experiences. We do however have some guidelines in order to ensure that you have a good experience on our Facebook and Twitter Pages:

- We ask that you stay on topic, respect other people’s opinions and avoid profanity, offensive or defamatory statements and illegal content.

- Comments which include bullying or advertising or which are considered "spamming" (posting unrelated content or regularly posting duplicate posts) will be removed where possible and in extreme circumstances the person responsible may be blocked from commenting.

We aim to keep our Pages as friendly as possible, however if you see anything you think is inappropriate you can tell Facebook using the "Flag" option Facebook provides or report a tweet on Twitter.

All intellectual property rights of content we post belong to Surrey Wildlife Trust. Anything which you submit to the Facebook or Twitter page may be shared elsewhere in whole or in part, either by us or by other users.

Please note that our social media pages are managed at intervals during the week, during office hours.

Privacy Policies:

General

Surrey Wildlife Trust is committed to protecting your privacy. It is very important to us and we respect anyone's concerns about maintaining it. This statement tells you how and why we use your information.

Links to Wildlife Trust websites and other external websites

Surrey Wildlife Trust is not responsible for the privacy practices or the content of any other websites linked to this site. If you have followed a link from this website to another website you may be supplying information to a third party.

Linking

Hyperlinking to us

You do not have to ask permission to link directly to pages hosted on this website. However we do not permit our pages to be loaded into frames on your website. The Surrey Wildlife Trust website pages must load into the users' entire window.

Hyperlinking by us

We are not responsible for the content or reliability of linked websites. Listing should not be taken as endorsement of any kind. We cannot guarantee that these links will work all of the time and we have no control over the availability of linked pages.

Data protection

Surrey Wildlife Trust does not sell, trade or rent your personal information to others. This information will not be disclosed to any third party without your consent unless required by law.

The Data Protection Act allows you to have access to information held about you and, where appropriate, to have it corrected or deleted. There is a maximum charge of £10 for providing a copy. Visitors to our website responding to advertisements should satisfy themselves that they know how their personal information will be used.

Our use of cookies

Our website uses cookies, as almost all websites do, to help provide you with the best experience we can. Cookies are small text files that are placed on your computer or mobile phone when you browse websites.

Our cookies help us:

Make our website work as you'd expect
Remember your settings during and between visits
Improve the speed/security of the site
Allow you to share pages with social networks like Facebook
Continuously improve our website for you

We do NOT use cookies to:

Collect any personally identifiable information (without your express permission)
Collect any sensitive information (without your express permission)
Pass personally identifiable data to third parties
Pay sales commissions

You can learn more about all the cookies we use below

There are two types of cookie you may encounter when using this site:

First party cookies: these are our own cookies, controlled by us and used to provide information about usage of our site.

Third party cookies: these are cookies found in other companies’ internet tools which we are using to enhance our site. 

 

 

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