Natural England - Customer service

Customer service

In Natural England, we do our best to provide you with the highest possible standard of service.

Our promise to you

We promise to treat you fairly, courteously and sensitively and we aim to achieve the following standards:

  • We will answer calls promptly, normally within 30 seconds
  • Our staff will give their name on answering your call
  • We will only transfer your call when it is certain that the recipient is the best person to deal with your enquiry
  • We will respond to voicemail messages within 2 working days
  • Our voicemail greetings will include details of when we will be able to pick up messages. If this is longer than 2 working days they will also include details of an alternative contact.
  • Letters and emails will be answered within 10 working days of receipt. Where we are unable to provide a final response, we will provide a progress report instead. This will explain who is dealing with your enquiry, what steps are being taken to obtain the information and when you can expect a full reply.
  • Correspondence will include the name and contact details of the person dealing with the matter
  • We will respond to all requests under the Freedom of Information Act and Environmental Information Regulations within the statutory deadline of 20 working days. (Freedom of information)


Please send us your feedback using our online Feedback formexternal link. It will be dealt with by our Customer Service Team.

We welcome and value your comments, complaints and suggestions about how we provide our service. We would like to hear from you if you:

  • feel that you have received a good service from us
  • would like to suggest ways in which we can improve our service
  • are unhappy about the way a member of staff helped you or with the level of service you have received
  • feel that you have been treated unfairly, insensitively, or have been discriminated against

If you do not wish to use our on-line feedback form, you can:

  • email the Customer Service Team or

  • contact the person who provided the service to you, by whatever method is most convenient.

Please also see the Natural England complaints procedure.

Feedback summaries

Quarterly summaries of feedback received via our online feedback formexternal link:

January - March 20111855Q4 2010-11 report
October-December 20101907Q3 2010-11 report
July-September 20101544Q2 2010-11 report
April-June 201015511Q1 2010-11 report
January-March 201012110Q4 2009-10 report

Response times to online feedback

Average response times to online customer feedback, which includes compliments, complaints, comments, suggestions:

PeriodForms receivedAverage response time (days)
January - March 2011285.3
October–December 2010268.4
July–September 2010239

Customer surveys

Key results of the 2009 customer survey:

SurveyFamiliarity (%)Satisfaction (%)
Environmental Stewardship customers only

Customer Survey 2009 Report: (1.39mb)pdf document
Customer Survey 2010/11 Report: (523kb)pdf document

Freedom of Information requests

See Disclosure log

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