What are the stages in the complaints procedure?

There are three stages in the complaints procedure; all complaints will be handled in this way:


Level 1:

New complaints will be formally recorded and acknowledged (within five working days). They will be passed to the relevant line manager of the individual or the department concerned, who will look into your complaint and reply to you, within 25 working days of the date we acknowledged your complaint. If this is not going to be possible they will let you know why, and how much longer it will take.


Level 2:

If you remain dissatisfied with the reply you receive at Level 1 and you let us know within 15 working days of the date of our reply, your complaint will be passed to the relevant head of department, to review it and how it was handled. To ensure we save our resources for vital work on animal welfare, we will not acknowledge receipt of your letter/email but will aim to reply to you in full within 10 working days. If the head of department is not able to do this, they will let you know the date by which they hope to reply.


Level 3:

If you remain dissatisfied with the reply at Level 2 and you let us know within 15 working days of the date of our reply, your complaint will be referred to the relevant assistant director, director or the Chief Executive to review it and reply. To ensure we save our resources for vital work on animal welfare, they will not acknowledge receipt of your letter/email but will aim to reply to you in full within 10 working days. If the assistant director, director or Chief Executive is not able to do this, they will let you know the date by which they hope to reply.

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