Complaints Policy

Complaints Policy and Procedure

It’s important for us to hear how we’ve been doing and how we can improve, or when we get things wrong, so we can learn from it.

Details of every complaint will be entered on a complaint form and recorded in a complaints’ register for review and continual improvement. All complaints will be reviewed quarterly. To ensure continual improvement, processes should be enhanced, any necessary training should be conducted and outcomes should be cascaded to the public whenever possible.

How can I make a complaint?

You can contact us by telephone on 01646 624909.  Or you can email us at support@pembrokeshirecoasttrust.wales and, of course, you can write to us at:

Pembrokeshire Coast National Park Trust
Llanion Park
Pembroke Dock
Pembrokeshire
SA72 6DY.

We want to make sure that we investigate your complaint thoroughly and give you a timely response, so it would be helpful if you could provide us with as much information as possible when contacting us, including:

  • The reason for your complaint
  • Where and when it happened
  • The name(s) of anyone involved (if known)
  • The outcome you are hoping for
  • Your contact details (name, address, daytime telephone number and/or email).

We will try to resolve the problem as quickly as possible and provide you with a full response within 2 working days. However, sometimes we might need some extra time to investigate, in which case we will let you know when you should expect to hear from us.

If, for any reason, you aren’t happy with the resolution of your complaint, let us know as soon as possible. Please tell us why you were not satisfied with our response and what you would like us to do to put things right.  You can email support@pembrokeshirecoasttrust.wales  marking it for attention of the Director or you can write to us at:

FAO – Director
Pembrokeshire Coast National Park Trust
Llanion Park
Pembroke Dock
Pembrokeshire
SA72 6DY.

The Director is responsible for all complaints received by us and will review and investigate your complaint. They will let you know the outcome of their investigation within 7 working days.

If you are still not satisfied with our response and would like to take your complaint further, please get in touch with the Director within seven working days of receiving their reply. Your complaint will then be passed to the Chair of our Board of Trustees who will investigate your complaint further, then contact you with their conclusions and any actions to be taken.  They will usually do this within 7 working days, and if it will take any longer, they will contact you to let you know.

Taking your complaint outside the Pembrokeshire Coast National Park Trust

If you are still not satisfied with our response, you can contact the Charity Commission on 0845 300 0218 or visit their website www.charitycommission.gov.uk for advice.

If your complaint relates to how we collect and use your personal information, you have the right to report your concerns to the UK data protection regulator, The Information Commissioner’s Office (ICO).

All complaints related to our fundraising practices can be escalated to the Fundraising Regulator on 0300 999 3407 or on their website www.fundraisingregulator.org.uk.  If you receive a response from us about a fundraising matter that you are not happy with, the Fundraising Regulator requires that you notify them of this within 8 weeks of hearing from us.