Our complaints policy
Not happy with our service?
We welcome comments, feedback and suggestions and use them to improve our service where possible.
- 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
Please let us know as quickly as possible. We have a variety of ways you can get in touch.
What happens next?
If you contact us by phone, we'll try to resolve the issue there and then. And if you contact us by email or in writing we'll acknowledge your complaint within 5 days, and do everything we can to resolve it within 20 days. If this isn't possible, we'll explain why and give you a new deadline.
If you make a complaint, our Supporter Relations team may need to contact you for further information or clarification. For example, if the complaint is about a fundraising activity, we'll need to collect information such as what happened, when and how.
What if the complaint isn't resolved?
If you're not happy with our response, you can write to Friends of the Earth's Complaints Coordinator at our London office. Your complaint will be reviewed by a member of our Senior Leadership Team and Friends of the Earth will respond in writing within 14 days. If for any reason you feel your complaint is still unresolved then please address it to the Chief Executive.