Making a complaint | RSPCA - RSPCA
Make a complaint
We welcome feedback as it helps us to develop as a charity, giving us the chance to monitor and improve our services. We set ourselves a high standard of customer care and if this is not met we want to hear about it.
We are sorry if you feel that you need to make a complaint but the following information will help you understand our complaints procedure.
For information on how we process your data please see our Privacy Notice.
-
What is the complaints procedure for and what does it cover?
The procedure is for complaints from members of the public
-
How do I make a service complaint?
Complaints can be made in a variety of ways
-
What information do I need to provide?
To ensure that your complaint can be dealt with quickly you should provide the following
-
How long do I have to make a complaint?
Complaints will only be considered if they are received within three months
-
How long will it take to reply to my complaint?
Complaints will be acknowledged within five working days
-
What are the stages in the complaints procedure?
There are three stages in the complaints procedure; all complaints will be handled in this way
-
What happens to complaints about inspectors or prosecutions?
Complaints that are made to us about these will be dealt with under the Complaints Procedure
-
Who is the Independent Complaints Reviewer?
The Independent Complaints Reviewer is Sally Hobbs.
-
What happens if I'm dissatisfied with a Level 3 reply?
You will have reached the end of our national complaints procedure
-
What happens to complaints about financial irregularities?
Complaints about financial irregularities will be dealt with under the Complaints Procedure
-
What happens to a complaint about our staff or volunteers?
We expect our staff and volunteers to be professional and courteous at all times
-
How do I know my complaint will be treated fairly?
We appreciate honest feedback as it helps us to learn and develop as a charity
-
What happens to a service complaint about an RSPCA branch?
Our branches are separately registered charities
-
Will you give my details to other people?
Our branches are separately registered charities
-
Are there some complaints you don't respond to?
We expect our staff to handle complaints politely at all times.
-
Do you publish information about complaints?
We internally analyse information on complaints regularly as this helps us see where we can improve