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We openly welcome complaints and recognise they are a valuable source of feedback to improve our services. If you feel something is not right, we want to hear from you.

A complaint is defined as any expression of dissatisfaction about the service provided which is not resolved by operational staff as normal business.

You can contact us about any aspect of our services, including:

• mistakes we have made
• certain decisions we have made
• unreasonable delays
• how you鈥檝e been treated

If we cannot process your feedback as a complaint, we will pass it on to the appropriate team for response.

We will not investigate complaints:

• about government policy or law
• that have already been investigated or are currently being investigated by the Parliamentary and Health Service Ombudsman or the Office for Environmental Protection
• relating to Freedom of Information (FOI) requests made under the Freedom of Information Act 2000 or Environmental Information Regulations 2004

If you have a complaint regarding an FOI request submitted to Natural England, email foi@naturalengland.org.uk or call 0300 060 3900.

Make a complaint

Use the online service to make a complaint. You鈥檒l have the opportunity to:

• attach any relevant photographs
• provide any relevant reference numbers
• give details of conversations you鈥檝e had before with Natural England

If you want to provide any of this information, have it ready before you start.

Get help or complain anonymously

For help using this service online, or to make a complaint anonymously, call: 0300 060 3900. Find out about call charges.

If you prefer, you can send your complaint to us by email at customer.feedback@naturalengland.org.uk.

What happens next

We鈥檒l investigate your complaint. If we鈥檙e at fault, we鈥檒l try to put things right. If not, we鈥檒l give you a full explanation. We鈥檒l deal with your complaint as quickly and thoroughly as possible.

Natural England鈥檚 complaints process has 2 tiers.听

Tier 1听听

We aim to acknowledge your complaint within 2 working days of receiving it.听This response will come by email or post, depending on your preference.听

We鈥檒l then carry out a full investigation. We aim to send you a full response within 20 working days.听

Tier 2听听

If you鈥檙e unhappy with the response you received at tier 1, you can request escalation to tier 2 within 30 working days of our response.听
听
At tier 2, your complaint will be escalated to a more senior member of staff for review. It will also be managed by a different person in the Natural England complaints team.

We aim to send you a full response within 25 working days.

If you鈥檙e not satisfied

If you鈥檝e been through our complaints process and you鈥檙e still not satisfied with the outcome after tier 2, you can:

• ask your local MP to refer your complaint to the within 12 months
• refer your complaint to the (OEP) if your complaint relates to Natural England鈥檚 alleged failure to implement or comply with environmental law

If you refer your complaint to the听OEP,听the timeframe in which you must do this will depend on when it鈥檚 alleged that Natural England breached environmental law. If it was:

• less than 9 months before the date of Natural England鈥檚 tier 2 response letter, you must make your complaint to the听OEP听within 12 months
• more than 9 months ago, you must raise any complaint to the听OEP听within 3 months of the date of Natural England鈥檚 tier 2 response letter

Privacy notice

To find out how Natural England handles your personal data if you make a complaint, see the complaints privacy notice.