Last reviewed 30 September 2026 by the Trust · Next review due September 2029
We want everyone who deals with the WW1 Aviation Heritage Trust, whether as a supporter, a member, a school, a customer or a visitor, to be treated well. When we get something wrong, we want to hear about it so that we can put it right. And when we get it right, we would like to hear that too.
The Trust is a small charity run by volunteers. This procedure explains how to raise a concern and what you can expect from us.
1. Tell us
Many problems can be sorted out quickly and informally. If you can, speak to the person you have been dealing with, or email info@ww1aviationheritagetrust.co.uk. If you would rather not raise it with that person, email us anyway and it will go to a Trustee.
2. Make a formal complaint
If that does not resolve it, or the matter is serious, write to the Trustees, by email to info@ww1aviationheritagetrust.co.uk or by post to: The Trustees, WW1 Aviation Heritage Trust, 3 The Willows, North Warnborough, Hook, Hampshire RG29 1DR. If your complaint is about a Trustee, address it to the Chair.
Please tell us what happened, when, who was involved if you know, and what you would like us to do to put it right.
We will:
- acknowledge your complaint within 5 working days;
- look into it properly and fairly, and in confidence;
- give you a full reply within 20 working days, explaining what we found and what we will do. If we need longer, we will tell you why and when to expect a reply.
We keep a record of every formal complaint and what was done about it, and the Trustees review them, so that we learn from them.
3. If you are still not satisfied
Write to the Chair of the Trustees at the address above, and say why you are not satisfied with our reply. The Chair will have your complaint reviewed by Trustees who were not involved in the first reply, and will write to you with the Trustees’ final decision.
4. Outside the Trust
If you have been through our procedure and are still unhappy, you can take some complaints further:
- About how we have used your personal information: the Information Commissioner’s Office, at ico.org.uk/make-a-complaint.
- About how we ask for donations: the Fundraising Regulator, at fundraisingregulator.org.uk.
- About something you bought from our shop: Citizens Advice can explain your rights, on 0808 223 1133 or at citizensadvice.org.uk.
- About serious wrongdoing in how the charity is run: the Charity Commission, at gov.uk/complain-about-charity.
We review this procedure at least every three years. The date of the last review is shown at the top of this page.