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Complaints policy

Wildlife Heritage Areas aim to connect wildlife experts, responsible travel companies, and local communities as a network collaborating to designate wildlife friendly and community-based tourism destinations. We believe in the power of communities to address environmental issues by fostering respectful connections with nature, combating biodiversity loss, wildlife suffering, and the climate crisis.

We genuinely want to hear from you. If something hasn't felt right, please tell us as soon as you can and help us put things right quickly and make sure the same issue doesn't arise again.
 
If you're thinking about raising a concern with an external body, we'd ask that you come to us first. We're here to listen, and working through our process together is usually the fastest way to reach a resolution.

Defining a complaint

For our purposes, a complaint is defined as any expression of discontent directed at Wildlife Heritage Areas that pertains to our mission, services, or processes, and requires a response or resolution.

How to lodge a complaint

You have several options for lodging a complaint, including:

Next steps

We approach all complaints with utmost seriousness, addressing them promptly and courteously.

Upon receipt, we will respond to your complaint as quick as possible, with a maximum response time of five working days. Nevertheless, if the nature of the complaint is complex or necessitates further investigation, we may require more time. If that's the case, we will inform you accordingly.

Dissatisfaction with our response

If you remain dissatisfied with our response, please inform us at your earliest convenience, and we will escalate your complaint internally. We will review your complaint and provide a resolution within 10 working days.

Taking it further

While our objective is to resolve your complaint, if you find our resolution unsatisfactory, you have the option to escalate the matter to an external organisation.

For complaints related to fundraising, kindly get in touch with the Fundraising Regulator at www.fundraisingregulator.org.uk/complaints within two months of receiving our final response.

For complaints involving serious concerns about the Charity's practices, such as fund mismanagement or harmful/illegal activities, please contact the Charity Commission for England and Wales at www.gov.uk/government/organisations/charity-commission