As part of our complaints procedure, 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's 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 574,
Manvers,
Rotherham,
S63 3FH
Tel: 0344 800 1895 (local call rates apply)
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.
Online shop
If your complaint is with regards the online shop, please email: online.shop@nationaltrust.org.uk or call us on: 0300 123 2025.
What happens next?
Should you have cause to complain over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will do everything we can to resolve it within 10 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 Head of Member and Supporter Services. Your complaint will be reviewed by a senior manager, and the Trust’s response will be sent in writing within 10 days.
Having received a reply and if you are still unhappy, then you can write to our Director-General, who will ensure you receive a response to your case.
Finally, if for any reason your complaint is still unresolved, then please address your complaint to the Chairman. If your complaint relates to fundraising activity, you can also contact the Fundraising Regulator.
Please address correspondence for either the Head of Member and Supporter Services, or the Director-General or the Chairman to:
The National Trust
Heelis
Kemble Drive
Swindon
SN2 2NA
