Complaints policy

Battersea Dogs & Cats Home and Battersea Dogs’ Home (hereafter Battersea) is committed to maintaining high standards in all of its work. The charity engages with donors, partners, volunteers and its customers in many ways. This includes various fundraising activities such as direct mail and street fundraising, and direct communications through social media and the press. Supporters also have the opportunity to engage with Battersea through retail, community projects and rehoming activities.

Battersea is committed to maintaining good relations with all supporters, donors, partners, volunteers and its customers and aims to always treat people with respect care, integrity and dignity.

Your feedback matters to us

At Battersea, we openly welcome feedback and complaints. We encourage you to contact us with your feedback, whether positive or not. Complaints are especially important to us as they may help us to see where our processes might be improved. We keep a record of all complaints we receive to help us learn for the future.

How to complain

You can call us, write to us or e-mail us about your complaint and our Supporter Services team will be pleased to help.

In order for us to resolve your complaint as quickly as possible, please include the following information in your letter or e-mail:

  • Your contact details: Full name and then the details for your preferred method of contact e.g. address, email or phone number.
  • As much information about the complaint as you feel able to give (the reason for your complaint, where and when the instance occurred, the name(s) of anyone involved).
  • Are there any particular actions you wish us to take to resolve your complaint? If so, please include them.

You can call our Supporter Services team on 0300 323 1216 or e-mail feedback@battersea.org.uk

If you would prefer to write, please send your letter to:

Supporter Services
Battersea Dogs & Cats Home
4 Battersea Park Road
London
SW8 4AA

We will acknowledge complaints within five working days of receipt. We endeavour to respond to complaints in full within ten working days. Where the matter requires more detailed investigation, we will respond in full within 28 days. Your complaint will be managed in accordance with our Complaints procedure.

If, for any reason, you are not satisfied with the resolution of your complaint, then please reply to us explaining your concerns with our response and what you would like us to do to make things right.

Taking your complaint outside Battersea

If your complaint is about our fundraising work or activities and you are unsatisfied with our response, you are entitled to take it to the Fundraising Regulator. The Fundraising Regulator ask that you do so within two months of receiving a response from Battersea.

As a member of the Fundraising Regulator, Battersea is committed to abiding by any decision they reach on complaints that are escalated to them.

Their contact details are:

Fundraising Regulator
2nd Floor CAN Mezzanine Building
49-51 East Road
London
N1 6AH

Tel: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk
Website: fundraisingregulator.org.uk

If your complaint is about other areas of our work, contact the Charity Commission.

Their contact details are:

Charity Commission for England and Wales
102 Petty France
London
SW1H 9AJ

Tel: 0300 066 9197
Website: www.gov.uk/government/organisations/charity-commission

Your information

The data you provide will be used by Battersea to effectively manage your complaint and provide you with an outcome. Further information about how we protect and use your personal data is set out in our Privacy Policy.