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Tree Wardens

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Tree Wardens

Fundraising complaint procedure

Fundraising complaint procedure2024-06-27T15:10:31+00:00

We value your feedback.

If you’d like to make a complaint about any aspect of The Tree Council’s fundraising, please know that we will listen, take your concerns seriously, and aim to resolve any issues as fast as possible.

We are a member of the Fundraising Regulator and follow its strict Codes of Fundraising Practice. As a small registered charity receiving donations from the public, we take a transparent and ethical approach to our fundraising. But mistakes can happen. So if you are ever unhappy with anything we’ve done while fundraising – please tell us. We’ll do our very best to investigate your complaint and resolve it swiftly. We view feedback and complaints as a chance to learn and improve, and we are grateful for the opportunity to respond.

How to complain

Please send your complaint to us in one of the following ways:

  • teamtreecouncil@treecouncil.org.uk

  • The Tree Council, 14 Dock Offices, Surrey Quays Road, SE16 2XU

  • 020 4582 9940

To help us respond appropriately to your feedback, it would be useful if you could please provide us with the following information:

  • Your name and contact details

  • The reason for your feedback

  • If you would like it to be formally regarded as a complaint

  • Dates and times (if possible) of your issue

  • What outcome you’re hoping for i.e. what would resolve any complaint for you

Your complaint will be reviewed by the team, including senior management, and we aim to respond within three working days of receipt, but it can take up to 10 working days as our team are often out and about planting and caring for trees.

Please note – this process is specifically for our fundraising. If you have a complaint about any other aspects of our work, please email info@treecouncil.org.uk.

What happens if you are not satisfied with our response?

We hope our team can resolve your complaint to your satisfaction. However, if your complaint is about fundraising and you’re not satisfied with our response, you can ask the Fundraising Regulator to look into it further. You can do this by:

  • Calling the Fundraising Regulator on 0300 999 3407

  • Sending a letter to Fundraising Regulator, Eagle House, 167 City Road, London, EC1V 1AW

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