Making 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.
Please be advised that during the summer months we are experiencing an increase in emails and letters sent to us and, combined with a staff shortage, we may not currently be able to meet the deadlines published in our national complaints procedure although we will try our best.
- What is the complaints procedure for and what does it cover?
- How do I make a service complaint?
- What information do I need to provide?
- How long do I have to make a complaint?
- How long will it take to reply to my complaint?
- What are the stages in the complaints procedure?
- What happens to complaints about inspectors or prosecutions?
- Who is the Independent Complaints Reviewer?
- What happens if I'm dissatisfied with a Level 3 reply?
- What happens to complaints about financial irregularities?
- What happens to a complaint about our staff or volunteers?
- How do I know my complaint will be treated fairly?
- What happens to a service complaint about an RSPCA branch?
- Will you give my details to other people?
- Are there some complaints you don't respond to?
- Do you publish information about complaints?