Our Definition Of A Complaint
We define a complaint as an expression of dissatisfaction with WWF-UK, including the services we provide, the conservation activities we implement or support, and/or the behaviour of staff or agencies.
Our commitment to you
- We will, at all times, treat your complaints seriously
- We will treat your complaints with sensitivity, discretion and understanding
- We will respond to your complaint as quickly as we can, normally within 5 working days. If longer, we will let you know and keep you updated.
How to complain to WWF-UK
You can raise a complaint with us by contacting our Supporter Care team in any of the following ways:
- Telephone 01483 426333 - 8am to 10pm, 7 days a week
- Email us using this form
- Write to us at WWF-UK, The Living Planet Centre, Rufford House, Brewery Road, Woking, Surrey, GU21 4LL
- If your call is of a serious nature, such as safeguarding or fraud concerns, you can contact WWF-International independently using the following link WhistleB .
Our response promise
- We will respond to your complaint as quickly as we can within 5 working days.
- If we need to make further investigation, we will confirm that we have received your complaint and tell you how long it will take to resolve
Complaints about WWF's conservation projects and programmes
If your concern is related to specific activities undertaken by WWF within a conservation project or programme implemented or supported by WWF-UK either in the UK or in another country, you can raise a complaint by contacting us through any of the above channels.
You can find out about the whole WWF Network’s approach to Ethics here.
WWF Zero Tolerance
Our staff have the right not to be subjected to any behaviour or abuse that includes:
- Threats of physical harm or violence
- Religious, cultural or racial insults
- Homophobic, sexist or other derogatory remarks
Your conversation with WWF may go unanswered or terminated if you display such behaviour and we will not hesitate to report any serious incidents to the relevant authority.
If you remain dissatisfied
Most of our complaints are dealt with effectively. However, if you remain dissatisfied with the response to your complaint:
- Your complaint will be referred to a more senior member of staff who will try to resolve the problem.
- If your complaint is regarding Fundraising or you believe there has been a breach of the Code of Fundraising Practice, you may escalate your complaint to the Fundraising Regulator to be assessed
The Fundraising Regulator was established in 2016. It is responsible for setting and maintaining standards for charitable fundraising throughout the UK through the Code of Fundraising Practice and it is responsible for fundraising complaints in England, Wales and Northern Ireland.