How to make a complaint with us

The Friends of Westonbirt Arboretum are committed to giving good customer service and experience of our charity and welcome hearing from our customers, staff and stakeholders to allow us to learn and improve the way we operate or the services we provide.

We recognise that it may sometimes be necessary to complain if things have gone wrong or you are dissatisfied with our service, and if so, you can follow the process set out below.

We are happy to receive complaints by email, post, or telephone. If you're not able to put your complaint in writing, you can contact us by phone, where your contact details and information regarding your complaint will be taken and passed on to the relevant team member to respond.

What to include in your complaint

For us to deal with your complaint you will need to tell us the following information:

• your full name and preferred contact details

• as much detail as possible about the complaint

On-site experience

If your complaint relates to an experience on-site delivered by Forestry England who run and manage the site, then you should first refer to the Forestry England complaints procedure set out on their website here.

Membership

If your complaint relates to Friends of Westonbirt Arboretum membership then please contact us at membership@fowa.org.uk and one of our team will respond within 2-3 days.

Something else?

Should your complaint concern a different matter, please don't hesitate to contact us via email, phone (01666 331 770), or letter (addressed to Supporter Services, Friends of Westonbirt Arboretum, Westonbirt, The National Arboretum, Tetbury, GL8 8QS). We're here to assist you and will ensure your complaint reaches the correct team or organisation.

For general information on raising concerns about a charity, please visit the Government's website here.