We aim to provide an excellent and consistent service to all our customers through our customer promise. If you aren’t satisfied with any aspect of our service, let us know so we can resolve the matter as quickly as possible.
The complaints procedure is set out in 3 stages below, we prefer to speak to you in person, so please provide your daytime telephone number.
How to complain
You can complain directly to the person you have been dealing with, or their line manager. Complaints are often sorted out immediately this way.
If you don’t know who to contact, or you have a name but no telephone number, then call our enquiries team on 0300 060 3900.
You can also use our online complaints form.
Your complaint will be recorded and dealt with by the most appropriate team or person in Natural England.
If you’re unhappy with the response you receive at this stage, you can escalate your complaint to the relevant area or team manager.
What happens next
We will investigate your complaint. If we’re at fault, we will try to put things right. If not, we will give you a full explanation.If you escalate to an area or team manager, we will:
- acknowledge we’ve received your complaint within 2 working days and say who is dealing with it
- call you to discuss your complaint within 5 working days of the acknowledgement
We’ll work to deal with your complaint as quickly as possible. If it’s going to take longer, we’ll let you know.
If you’re not satisfied
Natural England will appoint a director to examine your complaint on behalf of our chief executive and contact you to discuss the issue. The response at this stage will be our final response.
If you feel Natural England hasn’t resolved the issue you can refer your complaint to:
Exceptions to this process
Appeals against payment and payment recovery decisions are covered by a different process. Please contact the individual named in the original correspondence you received.
If your complaint relates to an access to information request, please contact the individual named in the original response you received or email firstname.lastname@example.org.