Complaints procedure

What to do if you have a complaint

We have separated our complaints escalation procedure into four simple steps. Please follow each step fully and then, if you remain unhappy with the outcome or resolution offered, we'll be happy to review your complaint further at the next level.

Step 1: Contact our Holidays Service Centre

It’s always better if you can let us know about any issues straight away. Most complaints can be sorted out quickly during your time staying with us, and our staff will be happy to resolve an issue as quickly as possible so you can continue to enjoy your time away. Information on how to get in touch during your stay can be found in your email about keys and directions.

If it is not possible to complain at the time, or you haven’t started your stay yet, you can contact the National Trust by email or by telephone.

Email: holiday.enquiries@nationaltrust.org.uk
Tel: 0344 800 2070 (local call rates apply)

Our contact centre opening times can be found here. 

What happens next?

Your complaint will be passed to our Resolutions team to review and investigate. They will correspond with our local teams and will respond to resolve your complaint by phone or email within 10 working days. If this is not possible, we will explain why and provide a new deadline. We’ll keep you updated on the progress of your complaint. We find that the majority of complaints can be resolved at this stage.

Step 2: Contact our Head of Holidays

If you are not happy with our response, then you can get back in touch with us by writing to the Head of Holidays:

Rachel Johnston, Head of Holidays
National Trust
Heelis
Kemble Drive
Swindon, SN2 2NA

What happens next?

Your complaint will be reviewed in the Trust’s central office by our specialist Supporter Services team, and the Trust’s response will be sent in writing within 10 days.

Step 3: Contact our Director-General

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.

Please send your complaint in writing to our central office, Heelis (see address above).

What’s happens next?

Your complaint will be reviewed by our Director-General and Chair’s office, and we will send a response in writing within 10 working days.

Step 4: Contact our Chair

Finally, if for any reason your complaint is still unresolved, then please address your complaint to the Chair.

Please send your complaint in writing to our central office, Heelis (see address above).

What’s happens next?

Your complaint will be independently reviewed by the Chair who will then have the option to make a final decision or to ask a Trust employee or a member of Council to review the complaint on their behalf, prior to the Chair making a decision. The Trust’s final response will be sent in writing within 10 working days.

What to do if you have a complaint

We have separated our complaints escalation procedure into four simple steps. Please follow each step fully and then, if you remain unhappy with the outcome or resolution offered, we will be happy to review your complaint further at the next level.

Step 1: Contact our Supporter Services Centre or a property

It’s always best if you can let us know about any problems straight away. Most complaints can be sorted out quickly by a member of staff at the place you are visiting, and our teams welcome the opportunity to do this if at all possible.

If it's not possible to report the issue at the time, then you can contact the National Trust by email, in writing or by telephone. If your complaint is about a specific property, you can find individual contact details for each place on the relevant property webpage.

Email: enquiries@nationaltrust.org.uk
Tel: 0344 800 1895 (local call rates apply)
Minicom: 0844 800 4410

Write to:
National Trust
PO Box 574
Manvers
Rotherham
S63 3FH

What happens next?

If your complaint is about a particular property, our Supporter Services Centre will pass your enquiry on to the property, as they are best placed to investigate and respond to you.

Should you have cause to complain over the phone, we will try to resolve the issue then and there. 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 provide a new deadline. We’ll keep you updated on the progress of your complaint. We find that the majority of complaints can be resolved at this stage.

Step 2: Contact our Head of Member and Supporter Services

If you're not happy with our response, then you can get back in touch with us by writing to the Head of Member and Supporter Services.

Please write to:
Head of Member and Supporter Services
National Trust
Heelis
Kemble Drive
Swindon
SN2 2NA

What happens next?

Your complaint will be reviewed in the Trust’s central office by our specialist Member Services team, and the Trust’s response will be sent in writing within 10 days.

Step 3: Contact our Director-General

If you are are not happy with the response from step 3, then you can write to our Director-General who will ensure you receive a response to your case.

Please send your complaint in writing to our central office, Heelis, at the address above.

What’s happens next?

Your complaint will be reviewed by our Director-General and Chair’s office, and the Trust’s response will be sent in writing within 10 days.

Step 4: Contact our Chair

Finally, if for any reason your complaint is still unresolved, then please address your complaint to the Chair.

Please send your complaint writing to our central office, Heelis, at the address above.

What’s happens next?

Your complaint will be independently reviewed by the Chair who will then have the option to make a final decision or to ask a Trust employee or a member of Council to review the complaint on their behalf, prior to the Chair making a decision. The Trust’s final response will be sent in writing within 10 days.

If your complaint relates to fundraising activity, you can also contact the Fundraising Regulator>