The RSPCA and complaints

We care what you think!

We only exist because of public donations. So our supporters deserve the highest standards from us in everything we do.


That’s why, just as we’ve promised to protect animals from cruelty and neglect, we also promise to treat you with respect and integrity. And if you ever have any concerns about the way we work, we’ll take them seriously.

 

We're a member of the Fundraising Standards Board, and follows its strict Codes of Fundraising Practice. And we have also made our own pledge: to treat the public with respect, fairness, honesty and clarity. 
 

Our fundraising promise to you

  • We are committed to high standards
  • We are honest and open
  • We are clear
  • We are respectful
  • We are fair and reasonable
  • We are accountable 

 

Find out more about what these promises mean (pdf).

We’re determined not to let you down. But mistakes can happen. So if you are ever unhappy with anything we’ve done whilst fundraising – please tell us. We’ll do our very best to investigate your complaint and resolve it swiftly.
 

Our complaints procedure

We have a dedicated procedure for responding to any complaints about our fundraising. We’ll acknowledge all complaints (if made in writing) within five working days, and give a more detailed response (if needed) within 20 working days. See our Complaints Procedure in full.

 

Fundraising Standards Board

We’re usually able to resolve any concerns. But if you’re not entirely happy with the way we’ve handled yours, you can make a further complaint to the RSPCA or to the Fundraising Standards Board (call 0333 321 8803 or visit www.frsb.org.uk). 
 

We value your feedback and take every comment seriously. The better we serve you, our supporters, the better we can serve the animals we’re here to help.

Please contact us:

By phone: (9.00am-5pm, Monday to Friday)

0300 123 0346

By letter to:

Supporter Care Department
Wilberforce Way
Southwater
Horsham
West Sussex
RH13 9RS

By email:

Supportercare@rspca.org.uk