Complaints procedure
We are committed to creating a community and providing a festival that is welcoming for all at every stage. We’re always happy to receive comments, feedback and suggestions to continually improve our offer and everyone’s experience.
Our promise to you
As part of our complaints procedure, we'll:
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treat complaints seriously and deal with them properly
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resolve complaints promptly and informally whenever possible
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learn from complaints and take action to improve our service
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ensure that complaints are treated in confidence.
Making a complaint
Heritage Open Days (HODs) is led by the National Trust as a grass-roots project. As such the complaints process comes in 4 parts. Please follow each step fully and then, if you remain unhappy with the outcome or resolution offered, we'll be happy to review your complaint further at the next level.
Step 1: Contact the organiser of the event
Each event is organised and run by local individuals, groups and organisations, who are responsible for their own event. The fastest way to raise a complaint relating to an event is to contact the local organiser and give them suitable time to respond.
If you have trouble getting hold of an organiser or organisation involved in the festival, please contact the national festival team ([email protected]) and we will get in touch with them on your behalf. We may not be able to share contact details directly if they are not already publicly available due to GDPR.
If your complaint is about an event organised by the National Trust, you can follow the National Trust complaints procedure.
Step 2: Contact the national Heritage Open Days team
If you're not happy with the response of the event organiser, then you can get in touch with the National festival team directly by emailing [email protected] or calling 020 7824 7180
Your complaint will be reviewed by our team and a response will be sent in writing within 10 working days.
Escalating your complaint
Heritage Open Days is presented each year by the National Trust and supported nationally by a team of National Trust staff. If you are unsatisfied with the response of the Heritage Open Days team you can follow the escalation steps outlined below from the National Trust complaint procedure.
Step 3: Contact the National Trust Director-General
If you're not happy with the response from step 2, then you can write to our Director-General who'll ensure you receive a response to your case.
Please send your complaint in writing to our central office: Heelis, Kemble Drive, Swindon SN2 2NA
Your complaint will be reviewed by our Director-General and Chair’s office, and the Trust’s response will be sent in writing within 10 days.
Step 4: Contact the National Trust Chair
Finally, if for any reason your complaint is still unresolved, then please address your complaint to the Chair.
Please send your complaint in writing to our central office: Heelis, Kemble Drive, Swindon SN2 2NA.
Your complaint will be independently reviewed by the Chair who'll then have the option to make a final decision or to ask a Trust employee or a member of Council to review the complaint on their behalf, prior to the Chair making a decision. The Trust’s final response will be sent in writing within 10 days.
You can find more information about the National Trust complaints procedure here: Complaints procedure | National Trust