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Complaints Policy

We aim to provide a high quality, professional service, however sometimes things can go wrong and mistakes get made. When this happens, we value feedback and take complaints seriously.

Our process ensures concerns are addressed promptly, fairly, and transparently. All complaints are logged and areas for improvement are identified and implemented. Performance is reported in our Annual Report.

 

What things can you complain about?

A complaint is any written or verbal expression of dissatisfaction about the service, actions, or lack of action by or on behalf of the Trust.

A complaint may relate to:

  • The quality or standard of the service we have provided
  • Failure to provide a service
  • Concern about our fundraising practices
  • The quality of our facilities or resources
  • Dissatisfaction or concern about a staff, volunteer, or contractor’s behaviour
  • Administrative errors
  • Dissatisfaction with our policy decisions

The following are not considered complaints:

  • Requests for information
  • Issues under legal review
  • Attempts to reopen resolved complaints
  • Staff grievances (these are handled separately)

 

Who can complain?

Anyone who receives, requests, or is affected by our services has the right to complain.

Third-party complaints are accepted with a signed statement from the individual authorising representation.

Anonymous complaints are considered if sufficient information is provided to allow us to investigate.

 

How do you make a complaint?

In the first instance, complaints should be made directly to the relevant department by phone, email, in writing, or face-to-face. Please provide the following information in your correspondence.

  • The date of the situation that you are complaining about
  • The nature of your complaint
  • The reason you are complaining
  • Any other information that may help us to investigate the complaint, for example, details of any other people involved in the situation or who witnessed it
  • The best way to contact you

Alternatively, you can email this information to membership@bumblebeeconservation.org or send it to us by post to:

Bumblebee Conservation Trust, Beta Centre, Stirling University Innovation Park, Stirling, FK9 4NF

 

Timescales and process

Complaints should be raised promptly and we aim for quick, fair resolution. We only consider complaints made within three months of an issue unless there are exceptional circumstances.

Issues should be raised with the relevant department as soon as possible. Our staff will try to resolve complaints immediately by providing explanations, apologies, or solutions. If responsibility lies elsewhere, staff will liaise internally rather than redirecting you. Complaints about senior staff will be passed to the CEO or Chair of Trustees who will contact you directly.

We will aim to resolve your complaint within five working days of you contacting us. In exceptional cases, for example, where additional investigation is required, an extension to up to 10 working days from receipt of the complaint might be applied. You will be informed if this is the case.

If we have been unable to satisfactorily resolve your issue within 10 days, or the complaint is complex or high risk, we may require additional time to thoroughly investigate and provide you with a response. We will inform you if this is the case and aim to respond within 20 working days.

 

External regulators

If you are unhappy with the way we have dealt with your complaint, you can contact one of the following regulators. You will need to provide them with our charity registration number which is 1115634/ SC042830 (Scotland).

Charity Commission (England & Wales)

Scottish Charity Regulator (OSCR)

Fundraising Regulator

Scottish Fundraising Adjudication Panel

 

Confidentiality and additional support

Complaints are handled confidentially, in line with data protection laws. Where complainants have specific needs, our staff will seek to make reasonable adjustments to enable access to this process.

 

Unacceptable behaviour

We understand that the circumstances leading to a complaint may cause distress and can cause people to act out of character, however we will not tolerate aggressive or unreasonable behaviour towards our staff or volunteers. We will seek to protect our staff, while ensuring legitimate complaints are addressed.

 

If you would like to view a more detailed version of this policy, please contact membership@bumblebeeconservation.org

 

Next Review: July 2028

Version: 3.0 (March 2026)