Badger Trust Complaints Procedure

About Badger Trust and our work

Badger Trust is the leading voice for badgers, working to promote and enhance the welfare, conservation and protection of badgers, their setts and their habitats. We are a small charity which is 100% voluntary funded, and we rely on the support of many different people and other partner organisations to help us deliver the work we are here to do. 

 

We work in a way designed to maximise our impact for badgers, and aim to undertake our work to best practice standards of delivery and cost-effectiveness. We are members of the National Council for Voluntary Organisations (NCVO), the Small Charities Coalition, registered with the Fundraising Regulator in terms of fundraising, and with the Information Commissioner's Office (ICO) for data protection matters, as well as a number of other membership bodies that relate to our campaigning work. We are a registered charity in England and Wales (number 1111440), and a company limited by guarantee and registered at Companies House (company number 5460677).

 

Making a complaint

If you are not happy with Badger Trust please tell us. We take complaints very seriously and treat them as an opportunity to learn, develop and change in accordance with any outcome. This is why we're always grateful to hear from people willing to take the time to help us improve. 

 

The best way to do this is set out below, and we would ask you to contact us to discuss any matters of concern or complaint, so that we can look at the issue, talk to you about it, and take action as appropriate. If you are complaining as an affiliated local group member, and not in a personal capacity, please clearly indicate this in your complaint.

 

If you are unhappy about a particular activity that Badger Trust has undertaken, something that Badger Trust has said, or some other aspect of our work please contact the staff team by emailing staff@badgertrust.org.uk, with the subject of ‘Complaint.’ It will be forwarded to the most appropriate person for a reply and progression as needed. This will be considered an informal complaint, and action will be taken to resolve the matter within the staff team, and escalated to the Board if deemed appropriate (and then considered a formal complaint). We will work with you to resolve the matter.

 

If you are unhappy with a local group affiliated to Badger Trust please contact them directly with your complaint in the first instance so they can try to resolve it with you. Local badger groups may choose to be affiliated to Badger Trust but they are separate organisations/legal entities and we are not responsible for their actions or approach. If you are unable to resolve the matter with them please contact us for next steps at staff@badgertrust.org.uk.

 

If you are unhappy with a staff member please contact the Executive Director (ED) by emailing ED@badgertrust.org.uk. If your complaint is about the Executive Director please contact the Chair of the Board of Trustees by emailing Chair@badgertrust.org.uk. You can also write to the office and mark the envelope ‘Private – for the attention of the Executive Director/Chair’ as needed.

 

If you are unhappy with a Trustee or the actions of the Board please contact the Executive Director, who will bring the matter to the attention of the Chair. If your complaint is about the Chair the ED will liaise with another Trustee as appropriate.

 

You can find details of the people who make up the Board here. The Board operates under a Code of Conduct, as per charity governance best practice, as guided by the Nolan Committees ‘Seven Principles of Public Life’.

All complaints will be logged. You will receive a written acknowledgement within three working days. 

 

Our aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered. We will always treat you with courtesy and respect, listen to what you say, and keep you informed about our progress.

 

All complaints received by Badger Trust are treated in a confidential and respectful manner, and we expect the same from others who may be involved in the process, or supporting those who are part of it. This applies both at the time of complaint, during any consideration or investigation of it, and after the matter has been resolved and/or closed. The complaint and its details are confidential and should not be discussed with anyone who has not been involved in the complaint discussions.

 

From time to time we receive complaints that do not relate directly to something that Badger Trust has done, or that we are not in a position to comment on. 

As a small charity with limited resources we must use these in the best way possible. This may mean not engaging in lengthy debates on issues that are unrelated to our work.

 

There may be rare occasions when we choose not to respond to a complaint at all. These include:

  • When a complaint is about something that Badger Trust has no direct connection to

  • We may choose to reply to clear our name but we are not obliged to

  • When someone unreasonably pursues a complaint that we have already responded to they will be given escalation points but we may choose not to reply again; we will always inform you of our decision to do this

  • When a complainant is being obviously abusive, prejudiced or offensive in their manner

  • When a complainant is harassing a staff member, or Trustee or volunteer

  • When a complaint is incoherent or illegible

  • When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can choose whether it is necessary for us to reply or not

  • Badger Trust cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can

 

Contacting us

The fastest and most effective way is to contact us by email – staff@badgertrust.org.uk 

You can also call us on 01273 033440 between 10am - 4pm Monday to Friday. Please note, as we are a small team you may have to leave a message and we’ll call you back as soon as we are able.

 

You can write to us at: Badger Trust, Citibase, 95 Ditchling Road, Brighton, BN1 4ST

 

Version BT-CP-1.0. Last updated 20/09/2021