Complaints Policy

The policy is to ensure that:

• Anyone with a complaint is listened to and treated with courtesy, empathy and fairness.
• Those with complaints are kept informed of the progress and outcome of investigations into their complaint.
• We offer apologies where appropriate.
• Action to rectify the cause of the complaint is identified, implemented and evaluated.

We learn from complaints so that we can continually improve our service.

Complaints process

Making a complaint

CPRE Herefordshire is committed to providing our supporters, volunteers and the wider community with the best possible service, but we recognise that sometimes things go wrong. We’re always happy to receive comments, feedback and suggestions for improvement. Please get in touch with us in any of the following ways:

By email

admin@cpreherefordshire.org.uk

By post

CPRE Herefordshire

61 Bridge Street

Kington

HR5 3DJ

We aim to acknowledge your complaint within 5 working days and send a formal response within 15 working days. If for any reason we’re unable to respond to your complaint in the given timelines, we’ll keep you informed as to the reasons why and we’ll give you an updated timeline for response.

Your personal information

If you use our complaints procedure, you’re agreeing that we can use any personal information you send us for the purposes connected with your complaint. We’ll only give your personal information to third parties if required to do so in relation to your complaint.

If you’re not happy with the outcome of your complaint, you can contact the Charity Commission (0300 066 9197 or www.charitycommission.gov.uk) for advice.

CPRE Herefordshire follows the Fundraising Regulator’s Code of Fundraising Practice in all its fundraising activity. If your complaint relates to a fundraising matter, you can also raise it with the Fundraising Regulator, the body that sets and monitors fundraising standards in the UK, at www.fundraisingregulator.org.uk, by phone on 0300 999 3407, or in writing to: The Fundraising Regulator, 50 Featherstone Street, London, EC1Y 8RT.

This policy was last reviewed in July 2026 and will next be reviewed in July 2027.