Complaints procedure

We strive to provide a consistently high level of service, which exceeds the expectations of our stakeholders.

If you feel that we have not met our standards of service, or if you are unhappy with any aspect of the service you have received from ENTRUST, you should inform the member of our staff you have been working with, or if you believe you are unable to raise the issue with them, it should be referred to the Investigations and Assurance Officer, who may be contacted through the ENTRUST email or telephone Helplines ( or 01926 488 300).

ENTRUST is committed to resolving your concerns as soon as possible, which will include explaining in more detail why we have taken a particular course of action and what we have done.

If you are still dissatisfied and wish to register your complaint formally please contact us or write to:

ENTRUST Complaints Co-ordinator
60 Holly Walk
Royal Leamington Spa
CV32 4JE

Following receipt your complaint will be acknowledged within two working days and you will receive a full reply within ten working days. In the event we are unable to provide a full response we will explain the reason why and advise when you can expect a full reply.

If following our response, you are not content with the explanation you have been provided with, or the service you have received, you should refer your complaint to ENTRUST's Chief Executive, Christopher Welford.

If you have serious concerns that you want to bring to our attention regarding either the Landfill Communities Fund (LCF) or ENTRUST, you can access our Whistle Blowing Procedure, on the right of this page, which provides you with information on how to do this.

We aim to continually improve the quality of service provided to stakeholders and to better serve their needs. To help us achieve this aim we welcome your feedback and suggestions.