Skip to content

Complaints procedure

Black and white Tudor hall with autumn tree to the right
Autumn at Speke Hall | © National Trust Images/Arnhel de Serra

We’re always happy to receive comments, feedback and suggestions and there are a number of ways to let us know your thoughts.

Our promise to you

As part of our complaints procedure, we'll:

  • 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.

We've separated our complaints processes 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.

For any general enquiries about your membership, the organisation or anything else, please get in touch by email, phone or in writing.

Contact us


If you're not sure who you need to speak to you can email us with your full name, full address and membership number, if you have one, and someone will get back to you.


The Supporter Services Centre is open from 9am to 5.30pm, Monday to Friday and 9am to 4pm weekends and bank holidays. Local call rates apply.

0344 800 1895


If you'd like to write to us, our address is:

The National Trust, PO Box 574, Manvers, Rotherham, S63 3FH
A member of staff at Tarn Hows, Cumbria

Help centre

Do you have a question about becoming a member, visiting, volunteering or donating?

Our partners

Fundraising Regulator

The independent regulator of charitable fundraising in England, Wales and Northern Ireland.

Visit website 

You might also be interested in

Visitors on a tour of the Royal Oak Foundation Conservation Studio at Knole, Kent

Group visits frequently asked questions 

Visiting us with a group? Then our answers to your frequently asked questions might help with any question you may have.

A family exploring the Tudor way of living inside the manor house at Little Moreton Hall, Cheshire

Visiting and booking frequently asked questions 

Find answers to some of the most commonly asked questions about visiting and using the booking system.

Visitors outside the National Trust shop at Aira Force, Ullswater, Cumbria

Contact the holidays team 

Get in touch about a new or existing booking. Our holidays team are here to help at or on 0344 800 2070 (Monday to Saturday, 9am to 5pm.)

Give the gift of choice with a National Trust gift card

Online shop help centre 

Find out all you need to know about purchasing from our online shop, from searching for a product to ordering and returns. You'll also find contact details if you need to get in touch.

Volunteer guides with visitors at Lyme Park, Cheshire

Membership enquiries 

Find frequently asked questions, information on how to manage your membership with My Account and more.

Staff member speaking with visitors in the reception area at Coleton Fishacre, Devon

Contact us 

Can't find the answer you're looking for? We're here to help. Find the contact details for our customer service team, head office and regional teams as well as our online shop and holidays teams.