What is the complaints procedure for and what does it cover?

The procedure is for complaints about our services from the public, RSPCA staff, volunteers and those with RSPCA Membership.

Data protection legislation requires us to only process complaints that come from people who have had direct contact with the RSPCA. It prevents us from corresponding with third parties about complaints. This means that we cannot help you if you would like to complain on behalf of a family member, friend, or someone else, unless you have Power of Attorney.

The complaints procedure is not set up to handle animal welfare concerns about a particular animal or other general animal welfare matters such as farm animal transport or slaughter. Find out how to report cruelty or an animal in distress.

Comments and questions about general matters can be sent by post to RSPCA, Parkside, Chart Way, Horsham, West Sussex, RH12 1GY, or you can contact us online.