Visited Montacute House today, beautiful house and garden. Only ground floor open. Given the profits they make if it’s staff shortages that are the issue, which we were told, I’m sure this huge profit making organisation could employ additional staff and not always expect volunteers to cover any dry periods. I do have membership but sometimes I feel the National Trust expect too much for nothing.

Having been a National Trust member for more than eight years, what I am about to state is shocking never mind unacceptable from a reputable company, such as the National Trust. A year ago, August 2022 I contacted the NT to amend my membership from a family to 2 adults after my annual fee had been debited from my account. I was informed that it was too late to amend my details and no refunds would be given, but rather the excess amount (£6) would be “considered a voluntary donation”. Initially I hesitated, and then conceded to allow the National Trust to take my £6 as a “ forced– not voluntary- donation due to having no other option. I stated that I would begrudgingly allow this as long my details were updated for the correct deductions to be made in 2023. I was assured this would be actioned, and thought nothing more about it…. … until 10 August 2023, when I noticed my annual fee had been deducted for National Trust for A FAMILY MEMBERSHIP!! I contacted the offices on that day, requesting a refund, having forgotten what occurred last year. It wasn’t until the gentleman mentioned, he was unable to process a refund, and the extra £6 would be regarded as a voluntary donation that my recollection of last year’s events came flooding back to me. I stated I would make no such contribution, as they were questing a forced donation. As a disabled member, who pays full membership for 2 adults rather than having a companion card, I find this unbelievable, very disappointing and fraudulent. I put in a complaint asking why my details had not been updated last year when I called in; about being forced to make an involuntary donation or lose my money that I work hard for; and requested both memberships be cancelled so that I could purchase a single membership - with my refunded membership fees and obtain a free companion card. I was informed it would take 10 working days for someone to get back to me regarding my complaint. When I asked when my money would be refunded back to me, I was told that the complaint would be looked into before my membership was cancelled.!! National Trust, since when does a partial lottery funded organisation steal from its members to obtain much-needed funds for restoration/ incurred costs? All of this could’ve been resolved, but your company giving me back my £7.20 make it £14.40 to make up for last years lies. Lying to people just to get money out of them, is not something I would expect from the National Trust. It has been 11 working days since I called, and when I called on to 5/8/23, I was then told that there was no amount of time before somebody from the complaints team would get hold of me. Inconsistency should not surprise me after you have tried to avoid giving me £7.20 back never mind £146.40. Please sort this asap to try restore any faith I have left in your organisation. Have reported this to the police as of yesterday.

Very disappointed with the National Trust in Cornwall, we have tried to visit a few of their places whilst on holiday and found Michell's engine house close and no reason given, East Pool Mine and Levant Mine and Beam Engine are now by appointment/pre booking only (which we didn’t find out about till we had driven the hours drive down to Levant) and nearly £40 just for a family to get onto St Michael's Mount is a joke no wonder the National Trust has got so many 1 star reviews, seems like they are only interested in big stately/country houses or ripping people off with an astronomical entry price, to say my opinion of the National Trust has very much gone down hill with its historic buildings in Cornwall.

Waiting for companion cards. My son is disabled and is entitled to two companion cards. Sent email requesting this on 4th April, they responded by the 14th Apr - which I feel was reasonable. Sent them my details for the companion cards and Nothing. Had ZERO response to chaser emails made on the 10th May and 23rd May. Would have loved to have spent the summer holidays at some lovely NT places but haven’t bothered, it’s now 24th Aug and can’t get through online to talk to someone about it… maybe they will see this and sort it out! NT get in touch to sort this please - kerriwatford gmail.com

I think a more apt name for them is National Distrust They only see one side of things and never admit they get things very wrong

Rejoined the National Trust this year and have so far visited several properties. Have found the staff and volunteers excellent. Many are young people and they are all very helpful and friendly. The only exception is one of the volunteer greeters in Belton House who treats the members with distain. Much prefer visiting the gardens as the properties are usually very dark, which is understandable as they need to preserve them. Get a bit bored with the paintings but the architecture is worth looking at. Glad that we rejoined.

Visited Coleton Fishacre, Devon. Reception staff really friendly but café appalling. 35+ minutes queue for food. Food expensive (ie £1.45 for small packet of crisps) and limited options available. Salad with pastie was pretty disgusting; coffee lukewarm and pasties only ok. Bring your own food and save time and money. Update - thank you for your response NT. I would have approached the staff on the day but as stated, it was busy, so not very practical and I had my (dog) and 2 children with me who I needed to focus on and feed.

We are still waiting for some form of acknowledgment to our emails re our membership renewing. I called back in July and the person I spoke was so rude, said something about a new system in place but couldn't answer any other of my questions, e.g. when will we receive our new cards, why can't get onto the system using our 'existing' membership card numbers. What has happened to the National Trust??

It's disappointing when visiting national trust properties, that there isn't enough information to tell visitors what they are looking at. Parking staff at some places are also very annoying. Jumping in front of your car demanding to see my membership card. Surely the only thing I have to show my card too, is the ticket machine? I'm not sure I'll renew my membership.

We had a great day today at The Giants Causeway in Ireland. Friendly staff and well kept site. Plus after realising we had left a mobile phone in the toilets and couldn’t return as we were on a cruise excursion we phoned the site and Jo in customer services dealt with us empathetically and as promised got back to saying they had found the phone and it was posted to our home address the same day. No fuss, just prepared to help.