Policies

In our mission to restore and connect nature across Surrey we are committed to being an organisation that demonstrates clear ethical principles in how we operate and how we work with others.  This means leading by example while inspiring and influencing others to contribute to nature’s recovery.  The purpose of this policy is to provide a framework for SWT staff and volunteers within which we can ensure our ethical principles are applied consistently in both the overall strategic direction and the day-to-day operations of the Trust.  

Surrey Wildlife Trust believe that everyone has a responsibility to Safeguard children, young people and adults at risk; as a movement we are committed to ensuring their safety and wellbeing is at the heart of our engagement with people.

Corporate employee half price membership

Wilder Schools half pricer membership

January Half Price Sale 2024

Pin Badge Promotion Autumn 2023
 

Surrey Wildlife Trust is committed to giving a high quality service. Despite this commitment, sometimes things may not go as we would wish. If this happens, we want to know about it and put things right where we can.

If you have a complaint, or positive suggestion, do please tell us about it and help us to help you.

Our complaints procedure:

Step 1
Contact the person(s) within the Trust who provided the service to you or with whom you have recently worked; we hope to sort out most issues informally at the time.

Step 2
If you are not satisfied with the response, or you are unsure who to contact, please write to the Chief Executive, Sarah Jane Chimbwandira, using the online form at the bottom of this page and we will investigate. You will hear back from us within 20 working days.

Step 3
If you are still not satisfied with the outcome, you can contact the Chairman of Trustees through: Surrey Wildlife Trust, School Lane, Pirbright, Surrey, GU24 0JN.

Our promise to you:

•We will make sure all complaints are investigated fairly and we will report back to you within 20 working days. Complicated complaints sometimes take a little longer to sort out, but we will keep you up to date with what is happening.

•We will make sure that complaints are, wherever possible, resolved and that relationships are repaired.

•We will learn from complaints and feedback to help us to improve what we do.
 

Complaints about fundraising

Surrey Wildlife Trust is registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice.

If your complaint relates to fundraising and you feel it remains unresolved then the Fundraising Regulator can investigate your complaint (England & Wales only). You should contact them within two months of receiving your response from us.

Fundraising Regulator
1st Floor
10 St Bride Street
London
EC4A 4AD
0300 999 3404
enquiries@fundraisingregulator.org.uk

Further assistance with regards to your complaint about fundraising can be sought from the following organisation:

Charity Commission
PO Box 1227 Liverpool
L69 3UG
0845 3000218
charity commission website

For further assistance with complaints regarding information rights practices (data protection), advice can be sought from the Information Commissioner’s Office, whose remit covers the UK.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF
0303 123 1113
casework@ico.org.uk 

You may only place an order for goods if you agree to these terms and conditions. By placing an order you are deemed to have accepted these terms and conditions as governing your order. This does not affect your statutory rights as a consumer.

100% PROFITS HELP SURREY'S WILDLIFE

All profits made from the sale of goods on the Surrey Wildlife Trust online shop are paid to Surrey Wildlife Trust (registered charity number in England and Wales 208123 registered in England no. 00645176. Registered office School Lane, Pirbright, Surrey, GU24 0J​N.

PURCHASING

The supply of goods from this site is subject to availability, and it is not always possible for us to inform you at the time you place your order whether the goods you want are still available for purchase. If the item that you have ordered is unavailable, we will contact you to offer an alternative product or refund your purchase.

When you submit your order you are allowing Surrey Wildlife Trust to use your personal details to fulfil your order. In the event that there is a problem with your order, or a delay in sending it to you, we will inform you at the earliest opportunity.

DELIVERY

Delivery within mainland UK is normally within seven working days of receipt of your order if the items are in stock.

NON-MAINLAND UK & OVERSEAS ORDERS – 

We are unable to deliver to Non-mainland UK and overseas.

SATISFACTION GUARANTEE

Should you be less than delighted with any item you buy from us for any reason, let us know within 30 days of delivery, and we will be pleased to offer you a replacement or a full refund.

DAMAGED/FAULTY GOODS

In the event that any goods purchased from our website prove to be unsatisfactory in use, due to defective workmanship or faulty material, you can return them to us for a replacement or a full refund, if you contact us within 30 days of receipt of your goods.

Where a refund is claimed, we will process the refund as quickly as possible, but please allow up to 14 days for us to refund your money. We will also refund the cost of returning any goods.

To return a product, please contact us on info@surreywt.org.uk or alternatively you can call us on 01483 795440 during office hours. If you leave a message we will get back to you and advise you on how to return the goods.

You can also write to:

Surrey Wildlife Trust
School Lane
Pirbright
Woking
Surrey
GU24 0JN

Your statutory rights are not affected

ORDER CANCELLATION AND AMENDMENTS 

To cancel or amend an order, please email info@surreywt.org.uk or phone 01483 795440. If your order has already been delivered, this option will not be available. You will receive confirmation whether or not your cancellation was possible.

COPYRIGHT

The contents of this site are the property of Surrey Wildlife Trust and are protected by the UK and international copyright laws. ALL RIGHTS RESERVED.

Permission is granted to electronically copy and to print the content in hard copy for the purpose of placing an order. Any other use of this website, without the prior permission of Surrey Wildlife Trust, is strictly prohibited.

DISCLAIMERS

Surrey Wildlife Trust provides this website on an "as is" basis and makes no representations or warranties of any kind, express or implied, with respect to this website or the information, content, materials or products contained within it. This includes, without limitation, warranties of merchantability and fitness for purpose. Surrey Wildlife Trust does not represent or warrant that the information contained within this website is accurate, complete or current. Prices and availability are subject to change without notice.

COMPANY DETAILS & ADDRESS

Surrey Wildlife Trust
School Lane
Pirbright
Woking
Surrey
GU24 0JN​

Registered in England no. 00645176​

For any queries or complaints about goods or services, please write to the above address or email: info@surreywt.org.uk. You can also telephone on 01483 795440

OFFICE HOURS

9am to 5 pm - Monday to Friday (excluding Bank Holidays). Due to Covid-19 restrictions, we may have fewer staff at our Headquarters.  Please leave a message on our voicemail, and someone will get back to you as soon as possible

SECURITY

When you come to pay for your order you are automatically connected to Stripe, which uses SSL encryption technology. This ensures that the information you send cannot be read by anyone apart from our finance team. You should see a closed padlock appear at the bottom of your browser indicating you are in a secure site. When submitting your order you are confirming to purchase goods and allowing Surrey Wildlife Trust to use your personal details for the purpose of supplying goods.

DATA PROTECTION

As supporters are our most valuable asset we protect their details as required by the UK Data Protection Act 2018. View our Privacy Policy in the tab above. We follow strict security procedures in storage and disclosure of information that you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose information to you

At Surrey Wildlife Trust we believe that equality, diversity and inclusion (EDI) are central to enabling our organisation to reflect the communities we serve in our county and to ensuring that we can attract people of all backgrounds, abilities and identities to engage with us as employees, trustees, volunteers, members, supporters and visitors. It is of strategic importance to us to create a safe and inclusive workplace.

Our EDI Policy is a public statement of our objectives and approach. The policy has been developed to ensure that we meet the requirements of The Equality Act 2010 and that we follow the Charity Governance Code. However, our approach goes far beyond mere compliance – we recognise the many benefits that arise from having a more diverse and inclusive organisation and we aim to make our commitment to EDI visible in our actions and in our communications.

Surrey Wildlife Trust EDI Policy

Updated: October 2020.

General

Surrey Wildlife Trust strives to ensure that its services are accessible to people with disabilities. We have invested a significant amount of resources to help ensure that this website is made easier to use and more accessible for people with disabilities, with the strong belief that every person has the right to live with dignity, equality, comfort and independence.

Accessibility on our website

Surrey Wildlife Trust makes available the UserWay Accessibility Widget that is powered by a dedicated accessibility server. The software allows the Trust to improve its compliance with the Web Content Accessibility Guidelines (WCAG 2.1).

Enabling the Accessibility Menu

The Surrey Wildlife Trust accessibility menu can be enabled either by hitting the tab key when the page first loads or by clicking the accessibility menu icon that appears on the corner of the page. After triggering the accessibility menu, please wait a moment for the accessibility menu to load in its entirety.

Disclaimer

Surrey Wildlife Trust continues its efforts to constantly improve the accessibility of its site and services in the belief that it is our collective moral obligation to allow seamless, accessible and unhindered use also for those of us with disabilities.

Despite our efforts to make all pages and content on our website fully accessible, some content may not have yet been fully adapted to the strictest accessibility standards. This may be a result of not having found or identified the most appropriate technological solution.

Here For You

If you are experiencing difficulty with any content on our website or require assistance with any part of our site, please contact us during normal business hours as detailed below and we will be happy to assist.

Contact Us

If you wish to report an accessibility issue, have any questions or need assistance, please contact Surrey Wildlife Trust using the details below:

Email: info@surreywt.org.uk
Phone: 01483795440

We encourage commenting and love to hear your thoughts, see your photos and share your experiences. We do however have some guidelines in order to ensure that you have a good experience on our Facebook, Twitter, Instagram, LinkedIn and TikTok pages:

- We ask that you stay on topic, respect other people’s opinions and avoid profanity, offensive or defamatory statements and illegal content.

- Comments which include bullying or advertising or which are considered "spamming" (posting unrelated content or regularly posting duplicate posts) will be removed where possible and in extreme circumstances the person responsible may be blocked from commenting.

We aim to keep our Pages as friendly as possible, however if you see anything you think is inappropriate you can tell Facebook using the "Flag" option Facebook provides or report a tweet on Twitter.

All intellectual property rights of content we post belong to Surrey Wildlife Trust. Anything which you submit to the Facebook or Twitter page may be shared elsewhere in whole or in part, either by us or by other users.

Please note that our social media pages are managed at intervals during the week, during office hours.

Read full terms and conditions