Legal
Complaints Procedure
The Wyvern Fellowship Ltd · Last updated: 4 September 2026
We want to know if something has gone wrong, whether with our website, a subscription, a Donation, the conduct of a Fellow, Local Fellow, Contributor or volunteer, or anything else covered by our Fellow Terms, Website Terms of Use, Donations Terms or Code of Conduct. This page is the one route for raising a complaint.
How to complain
Email [email protected] with:
- your name and how to contact you;
- what you are complaining about and, where relevant, when it happened; and
- what outcome you are looking for.
If your concern is urgent and involves an immediate safeguarding, safety or legal risk, please mark your email "urgent": see clause 3.2 of our Code of Conduct, which allows us to act immediately in those cases.
What happens next
| Stage | What we do | Timing |
|---|---|---|
| Acknowledgement | We confirm we've received your complaint and, if needed, ask for more information. | Within 3 business days |
| Investigation | A director or person they appoint, not previously involved in the matter, looks into it. | No fixed timeframe |
| Response | We give you a full written response, explaining our decision and reasons, and what (if anything) we will do as a result. | Within 20 business days of acknowledgement |
If a complaint is complex and we cannot meet the 20-business-day timescale, we will tell you why and give you a revised date.
If you are not satisfied
If you remain unhappy after our final response, you may ask, within 20 business days of that response, for the complaint to be reviewed by a director who was not involved in the original decision (where practicable). Our final response will also confirm whether an independent alternative dispute resolution (ADR) provider is available for your type of complaint. Nothing in this procedure affects your right to bring a claim in court, or your rights under the Fellow Terms, Donations Terms or Website Terms of Use.
A few other things
- Confidentiality. We handle complaints discreetly and share information about them only with those who need it to investigate or respond, or as required by law.
- Records. We keep a record of complaints and their outcomes so we can identify and fix recurring problems.
- No detriment. Raising a complaint in good faith will not affect your Fellow status, subscription or any other standing with us.
- Safeguarding. Where a complaint raises a safeguarding concern involving a child or vulnerable person, we will treat it as urgent and may need to involve external authorities regardless of the outcome you have asked for.