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Not Happy with Our Service?
The complaints procedure for the National Trust
We are always happy to receive comments, feedback and suggestions,
and provide a variety of means by which you can do this.
We will:
- 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
It is always better if you can let us know straight away. Most
complaints can be sorted out quickly by a member of staff at the place
you are visiting, and our staff will welcome the opportunity to do this
if at all possible.
If it is not possible to complain at the time you can contact the National
Trust by email, in writing or by telephone.
Email Through the Contact
Us page of our website at www.nationaltrust.org.uk
Write to:
The National Trust,
PO Box 39,
Bromley,
Kent, BR1 3XL
Telephone 0870 458 4000
Minicom 0870 240 3207
We are open 7 days a week 9am to 5.30pm weekdays and 9am to 4pm on weekends
and Bank Holidays.
What happens next?
If you complain in person or over the phone, we will try to resolve
the issue there and then. Similarly, if you complain by email or in writing
we will always acknowledge your complaint within 7 days, and do everything
we can to resolve it with 21 days. If this is not possible, we will explain
why and give a new deadline.
What if the complaint is not resolved?
- If you are not happy with our response then you can get back in touch
with us by writing to the National Trust’s Customer Care Manager.
Your complaint will be reviewed by a Senior Manager, and the Trust’s
response will be in writing within 14 days.
- If you are still unhappy with the response then you can write to our
Customer Services Director, who is responsible for providing an unbiased
and considered opinion about your case.
- If for any reason your complaint is still unresolved then please address
your complaint to The Chairman. He will ensure that it is passed to
an external adjudicator who will provide a final decision on the complaint.
The address to write to is:
The National Trust,
36 Queen Anne’s Gate,
London, SW1H 9AS
Download a 
PDF version of The complaints procedure for the National Trust
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