How we listen and respond: complaints policy

To help us build our relationship with our supporters, learn from your suggestions and provide opportunities for you to engage with us, we want to encourage your feedback.

Three people walking in low sun along the peak of a grassy hill.

Engagement, feedback and response

We have an active and popular programme of engagement, from formal events such as our AGM and Members Day, Members Weekend, regional and country volunteers’ conferences and through our local groups, to daily face-to-face contact.

We listen carefully to the feedback you give us through whichever means, including traditional media and emerging social media applications. Our Supporter Services team offers supporters and the public help with queries about wildlife, conservation, membership and other forms of support while staff on our reserves and at public events are always happy to help.

We have an active market research programme to help us find out what you think, including surveys, interviews and focus groups.

In the future, as the technology becomes more affordable to us and more widely used, we will look at techniques such as online polling, panels, and live-streamed events. We provide information on our achievements and new initiatives in our Annual Report.

Some feedback requires a formal response: our complaints policy and procedure is provided on this page for further details.

View our complaints policy