Complaints Procedure
Accountability & Structure
If you are unhappy with the treatment or service you have received from the Civic Trust you are entitled to make a complaint, have it considered, and receive a response from us.
What is a complaint?
We receive feedback on many issues, both negative and positive, but generally consider something a complaint if it is a criticism which expects a reply and would like things to be changed.
We monitor the complaints we have received, and learn from them to improve our programmes and services.
Dealing with a complaint
The details of your complaint can either be submitted online via our online feedback forms or email at info@civictrust.org.uk.
If you would prefer to present your complaint by post please send it to
The Civic Trust:
Essex Hall
1-6 Essex Street
London WC2R 3HU
We aim to treat every complainant with respect and expect equal consideration to be shown in return to our staff who handle complaints.
Who can complain?
We welcome feedback from anyone and will, on provision of direct contact details, respond personally to you.
What is the time limit for making a complaint?
There is no time limitation on making a complaint. However, to help us investigate the root cause of your issue, it will in some instances be beneficial to register your complaint as soon as possible – within a month where possible. E.g. if you are complaining about the condition of a Green Flag award winning park the closer it is to the date of your experience greatly increases our chances of investigating efficiently.
Who will reply and when?
A reply will come from an employee of the Trust experienced in the area of your complaint. Depending on your complaint and the research needed to address it, our aim is to respond within ten working days.
What if I have not had a reply?
Please contact the Civic Trust on 0207 539 7900 (London) or 0151 231 6900 (Liverpool) quoting your complaint reference number and we will investigate for you.
Confidentiality
For full detail of our commitment to privacy please read our privacy policy here. However, your complaint will be treated in confidence between us.