Your feedback is an important part of how Conserve Global improves the quality, accountability and impact of our work. We welcome comments, positive or negative, and we aim to respond fairly and promptly.
This page explains how to share a positive experience, what we consider a complaint, how our complaints process works, and how to contact us. It also links to Conserve Global’s full Complaints Policy.
Sharing a Positive Experience
If you would like to share positive feedback about your experience with Conserve Global, we would be pleased to hear from you. Your comments help us recognise good practice and strengthen our work across all projects and partnerships.
Please contact us here.
What Counts as a Complaint
A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action by Conserve Global or by our staff or associated personnel. A complaint expects a response and seeks change.
Examples include concerns about:
- The quality or delivery of our projects
- Fundraising approaches or communications
- The behaviour of staff or associated personnel
- Actions within Conserve Global’s responsibility or influence.
A complaint is not a:
- General enquiry
- Request for information
- Contractual dispute
- Request to update personal details or unsubscribe.
Staff grievances, safeguarding issues, and concerns relating to fraud or corruption follow separate internal policies.
Who Can Make a Complaint
Anyone may make a complaint, including:
- Supporters
- Partner organisations
- Community members and individuals we work with
- Members of the public anywhere in the world.
How to Make a Complaint
Please send your complaint by email to:
Fundraising-related complaints should be sent to:
fundraisingcomplaints@conserveglobal.org
When you contact us, we will record:
- Your contact details
- The issues raised
- The outcome you are seeking
- The date received
- The person assigned to respond
- Any immediate actions taken.
Recording complaints ensures transparency, accountability and effective follow-up.
How We Will Respond
Within 14 working days of receiving your complaint, we will send either:
- A full response, addressing the issues raised, or
- An acknowledgement, explaining why more time is required and when you can expect our full reply.
We may contact you for more information during our assessment or investigation. Outcomes may include an apology, correction of an error or improvements to our processes and services.
If You Are Not Satisfied
If you are not satisfied with our initial response, you may request an escalation to senior management. Please include:
- Your name and contact details
- A short summary of the issue
- Staff members involved, if relevant
- The outcome you are seeking
If you remain dissatisfied after escalation, you may request an internal review. This will be led by a senior staff member who was not involved in the original investigation. You will receive an acknowledgement with details of the reviewer and expected timeframes.
Once the review is complete, we will inform you of the outcome and advise you of any external options. In the United Kingdom, relevant matters can be raised with the Charity Commission of England and Wales.
For fundraising complaints, you may contact the Fundraising Regulator if you remain unhappy after Conserve Global’s full internal review: https://www.fundraisingregulator.org.uk
Our Commitment to You
When you contact us with a complaint, we will:
- Treat your concerns seriously
- Communicate clearly and respectfully
- Respond within reasonable timeframes
- Document concerns and monitor trends
- Use lessons learned to improve our services
- Handle all personal information responsibly and in line with data protection requirements.
Read Our Full Complaints Policy here.