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Buglife pledge  

We treat all comments and complaints as an opportunity to improve. We are happy to acknowledge the mistakes that we have made, sincerely apologise for them and then try to prevent them from happening again in the future. Thank you for helping us to provide a better service.

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Our Complaints Procedure   

At Buglife we want to delight and surpass your expectations. Without your support we would not be able to continue protecting the small things that run our planet.  

However, we know that there may be times when we might not meet our own high standards. When this does happen we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve.

So, how can you tell us your thoughts?

It is simple, you can decide exactly how you would like to get in touch with us:

You can email your complaint to info@buglife.org.uk

 

If you are unable to use email please phone our Head Office on 01733 201210. Our phone lines are open Monday to Friday from 9am to 5pm.  Or you can write to our Head Office address : Head of PR and Communications, Buglife, Bug House, Ham Lane, Orton Waterville, Peterborough, PE2 5UU or

You can talk to any member of staff at any of our events or activities.

 

Please ensure you provide your name, email address, home address and contact telephone number so that we can get back in touch with you easily.

 

How will we handle your complaint ? 

Buglife views complaints as an opportunity to put things right for the person or organisation that has made the complaint. We aim :

·         to make sure everyone at Buglife knows what to do if a complaint is received

to make sure that complaints are, wherever possible, resolved and that relationships are repaired

·         to provide a fair complaints procedure which is clear and easy to use

 

·         to publicise the existence of our complaints procedure on our website so that people know how to make a complaint

 

·         to make sure all complaints are investigated fairly and in a timely fashion

 

·         to gather information which helps us to improve what we do

 

How long will it take?

We have found that the best way to resolve a straightforward problem quickly is by telephone. This way we can make sure that we fully understand the issue and can gather all of the information that we need to resolve the problem in a fast and effective way.

In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can. We will record your complaint and between us we can agree on the best way and time to get back in contact with you.

We endeavour to respond fully and conclusively to all complaints within four weeks. However, you will receive an acknowledgement of your complaint within the first week of receipt. Wherever possible we will deal with it more quickly, if we think it will take longer we will let you know.

Our promise to you

We will be interested in your view about how your complaint could be resolved.

We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you will a prompt response and tell you who to go to if you want to escalate your complaint further.

 

Occasions when we cannot handle a complaint

From time to time we may receive complaints that do not relate directly to Buglife or that we are not in a position to comment on. We will always seek to inform complainants of our position but as a charity we have limited resources and we must use these in the best way possible. This may mean not engaging in lengthy debates on issues that are unrelated to Buglife’s work.

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

·         When a complaint is about something that Buglife has no direct connection to. We may choose to reply if we seek to clear our name but we are not obliged to.

 

·         When someone unreasonably and excessively 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 or if a complainant is harassing a staff member, 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 chose whether it is necessary for us to reply or not.

 

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

 

 

How else can I complain ?

We really hope that we will be able to resolve your complaint in an honest, open and satisfactory way. However if after contacting us you are still unhappy then you can write, either by letter or email, directly to our Chief Executive who will handle the matter at a second stage. Please outline the details of the complaint, why you have not been satisfied with our response up to now and what you would like us to do to put things right.

If you do not feel completely satisfied by our response then you may be able to  contact other appropriate bodies such as the The Charity Commission via www.charity-commission.gov.uk or the Scottish Charity Regulator, OSCR - http://www.oscr.org.uk or an alternative body appropriate to your concern. 

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