Rehoming complaints

Our aim is to provide excellent customer care throughout our rehoming services. We welcome all feedback, including if you feel we’ve fallen below our usual high standards. We take complaints very seriously and use them as an opportunity to improve.

How to submit a complaint

If you can, please submit your complaint in writing (either via email or post). This gives you the opportunity to cover all of the points you wish to bring to our attention, and ensures that we can respond to all your concerns at once.  

The quickest way to lodge your complaint is by emailing [email protected]

We can also accept complaints in writing through our London office:

Rehoming Service Complaints
17 Wakley Street,
London
EC1V 7RQ.

If you have accessibility issues, our Contact Centre may be able to support your needs.

When we're not able to help

There are some occasions when we may not respond to a complaint, including:

  • When a complaint is illegible or incoherent.

  • If a complaint concerns an incident that happened more than three months ago, as these can be difficult to thoroughly investigate.

  • When a complainant is being abusive, offensive or harassing members of staff or volunteers.

  • When a complaint has been sent as a mass communication to us and other charities.

  • When a complainant unreasonably pursues a matter that we have already fully responded to via our escalation process.

  • When a complaint is made anonymously. At our discretion, we may decide to investigate the complaint and use the information to improve if we can, but we obviously cannot respond directly.

How we'll deal with your complaint

There are three stages in the rehoming complaints procedure which allow us to listen to what you have to say and investigate and resolve your concerns objectively and honestly. All rehoming complaints will be handled in this way.

Stage 1

New complaints will be formally recorded and acknowledged within three working days.

Where appropriate, complaints will be passed to the department concerned or the line manager of the individual member of staff. They will respond to you within 14 days of the date we acknowledged your complaint. If this will not be possible they will let you know why and how much longer it will take.

Stage 2

If you are dissatisfied with the reply you receive at stage 1 and you let us know within 14 days of our reply, your complaint will be passed to the relevant departmental manager. They will review the response and how your complaint was handled.

We will aim to respond to you within 14 days. If the departmental manager requires more time than this to respond, we will be in touch to advise you of this and explain why.

Stage 3

If you’re still dissatisfied with our response and you let us know within 14 days of the date of our stage 2 response, your complaint will be referred to the relevant Head of Department for review and response. We will aim to respond to you within 14 days and advise you if we will need longer than this, explaining why and when you will receive a response.

Stage 3 is the final escalation point, and we will consider any decisions made at this stage to be final. We are a charity with limited resources, and we must use them in the best way possible.

At this point, if you do not feel completely satisfied by our response then you can contact The Charity Commission.

PO Box 1227,
Liverpool,
L69 3UG

Tel: 0845 3000 218

Non-rehoming complaints

If your complaint is related to another area of our work, find out how to contact us.