Purpose

Tree Action is committed to delivering high standards in all aspects of our work, including fundraising, communications, campaigns and engagement with supporters, volunteers and the wider public. We welcome compliments, comments and complaints as valuable feedback that helps us improve our services, maintain public trust and ensure we meet the standards set out in the Fundraising Regulator’s Code of Fundraising Practice.

We aim to deal with all complaints fairly, promptly, respectfully and transparently.

Who This Policy Applies To

This policy applies to members of the public, supporters, donors, volunteers, partner organisations and anyone wishing to comment on or complain about:

• Tree Action’s fundraising activities;
• the conduct of trustees, staff, volunteers or anyone acting on behalf of Tree Action;
• our campaigns, communications or public engagement;
• the quality of service provided by Tree Action.

This policy does not apply to complaints from employees, contractors or trustees relating to employment or governance matters. These should be addressed through the appropriate internal policies, such as the Grievance Policy, Whistleblowing Policy or Safeguarding Policy.

Compliments

We welcome compliments and positive feedback. They help us understand what we are doing well, recognise the efforts of our staff and volunteers, and continue developing our work.

Where appropriate, compliments will be shared with those involved and recorded to help us recognise good practice.

Comments and Feedback

We value suggestions and constructive feedback about our work. Comments can help us improve our fundraising, communications and services, and ensure we continue to meet the expectations of our supporters and stakeholders.

Although we may not always respond individually to every comment received, all feedback is considered carefully.

Complaints

We recognise that there may be occasions when we fall short of the standards expected of us. When this happens, we are committed to investigating complaints fairly and learning from them.

We will:

• treat every complaint seriously;
• investigate complaints objectively and without bias;
• respond within reasonable timescales;
• keep complainants informed if an investigation takes longer than expected;
• respect confidentiality and protect personal information in accordance with data protection legislation.

What Is a Complaint?

A complaint is any expression of dissatisfaction about Tree Action, or someone acting on our behalf, where a response is expected.

Examples include (but are not limited to):

• fundraising methods or practices;
• the behaviour of staff, trustees or volunteers;
• poor customer service;
• inaccurate or misleading communications;
• misuse or waste of charitable funds;
• failure to comply with legal or regulatory requirements;
• failure to follow our policies or stated values.

Complaints We May Not Be Able to Consider

We may be unable to investigate a complaint where:

• it is anonymous and there is insufficient information to investigate;
• it does not relate to Tree Action or anyone acting on our behalf;
• it is unclear what the complaint concerns;
• it contains abusive, threatening, discriminatory or offensive language;
• it is repetitive and has already been fully investigated without any new evidence.

Any abusive behaviour towards our staff, volunteers or trustees will not be tolerated. However, where possible, we will still consider the substance of a complaint separately from the manner in which it has been presented.

How to Make a Complaint

Complaints can be made by email, in writing or by telephone.

Email: info@treeaction.org.uk

Telephone: 07919130324

Postal Address: TreeAction UK CIC, Freedom Works Business Centre, Fonthill Road, Brighton BN3 6HA, UK

If your complaint concerns the Chief Executive (or equivalent senior manager) or the Chair of Trustees, please address it directly to the Chair of Trustees using the postal or email address above, marked “Private and Confidential.”

Our Complaints Process

Acknowledgement

We will acknowledge receipt of your complaint within five working days.

Our acknowledgement will explain:

• who is handling the complaint;
• the process that will be followed;
• when you can expect a response.

Investigation

We will investigate your complaint fairly and thoroughly.

We aim to provide a full written response within 15 working days.

Where additional time is required, we will explain why and provide an updated timescale.

Our response will normally include:

• our findings;
• any action taken;
• any lessons learned or improvements identified;
• information about how to appeal if you remain dissatisfied.

Appeals

If you believe:

• relevant information was overlooked;
• new evidence has become available; or
• the complaint was not handled fairly,

you may appeal in writing within 15 working days of receiving our response.

We will acknowledge your appeal within five working days and aim to respond within 15 working days.

Where the appeal is upheld, we will explain what action will be taken.

The appeal decision represents Tree Action’s final internal response.

External Review

If you remain dissatisfied with the outcome of your complaint about fundraising, you may refer the matter to the Fundraising Regulator once Tree Action’s complaints procedure has been completed.

Other organisations may also be appropriate depending on the nature of the complaint, including:

• the Charity Commission for England and Wales;
• the Information Commissioner’s Office (ICO) for complaints relating to personal data;
• the Advertising Standards Authority (ASA) for complaints about advertising.

Learning from Complaints

Tree Action records complaints and monitors trends to help identify opportunities for improvement. Complaints are reviewed regularly by senior management and reported to the  Directors where appropriate.

Learning from complaints forms part of our commitment to continuous improvement and accountability.

Data Protection

Any personal information provided during the complaints process will be handled in accordance with UK data protection legislation and Tree Action’s Privacy Policy.

Information will only be shared with those who need it to investigate and resolve the complaint, or where required by law.

Monitoring and Review

This policy will be reviewed annually, or sooner if there are changes in legislation, regulation or the Fundraising Regulator’s Code of Fundraising Practice.

Next Review Date 01.09.2027