Complaints procedure

Not happy with our service?

We are always happy to receive comments, feedback and suggestions, and provide a variety of means by which you can do this.

We will:

• Treat complaints seriously and deal with them properly
• Resolve complaints promptly and informally whenever possible
• Learn from complaints and take action to improve our service
• Ensure that complaints are treated in confidence

What to do if you have a complaint

It is always better if you can let us know straight away. Most complaints can be sorted out quickly by a member of staff at the place you are visiting, and our staff will welcome the opportunity to do this if at all possible.

If it is not possible to complain at the time you can contact the National Trust by email, in writing or by telephone.

Write to:
The National Trust
PO Box 39
Warrington
WA5 7WD

Tel: 0844 800 1895
Minicom: 0844 800 4410

We are open 7 days a week 9am to 5.30pm weekdays and 9am to 4pm on weekends and Bank Holidays.

National Trust Tenants

If you are a National Trust tenant, please note that there is a specific tenants complaints procedure, which can be found on the page below:

Tenants complaints procedure

What happens next?

If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 7 days, and do everything we can to resolve it with 21 days. If this is not possible, we will explain why and give a new deadline.

What if the complaint is not resolved?

If you are not happy with our response then you can get back in touch with us by writing to the National Trust’s Customer Care Manager. Your complaint will be reviewed by a Senior Manager, and the Trust’s response will be in writing within 14 days.

If you are still unhappy with the response then you can write to our Marketing and Supporter Development Director, who is responsible for providing an unbiased and considered opinion about your case.

If for any reason your complaint is still unresolved then please address your complaint to the Chairman. He will ensure that it is passed to an external adjudicator who will provide a final decision on the complaint.

The address to write to is:
The National Trust
Heelis
Kemble Drive
Swindon
SN2 2NA