Contact us

For general enquiries please email info@battersea.org.uk

IMPORTANT: Due to the coronavirus outbreak, Battersea’s centres are closed to the public until further notice.

Battersea is taking the threat posed by COVID-19 extremely seriously and working hard to ensure we are able to continue to provide essential care for all the dogs and cats at our centres.

Coronavirus has had a direct impact on the number of staff we have available at our centres to look after our animals and provide veterinary care. As a result, we have had to make a difficult decision to suspend all rehoming of our animals until further notice.

Customers who wish to rehome a dog or cat are advised to fill out an online rehoming application. Our staff will be in touch when our centres re-open for business as usual.

Battersea relies upon donations to raise the vital funds needed to keep our centres running, and now, more than ever, we need the continued support of the public to ensure we can continue to be here for every dog and cat. If you can help, please make a donation.

Rehoming

If you are interested in rehoming a dog or cat from us, find out about our rehoming process.

Lost and found

If you have lost or found a dog or cat, please make a report to our Lost Dogs & Cats Line on 020 7627 9245. Open 8am to 5pm.

For more information on our dedicated team and free telephone service, visit our Lost Dogs & Cats Line advice page.

Bringing a dog or cat into Battersea

We aim never to turn away a dog or cat in need of our help. Find out about gifting your dog or gifting your cat to us.

Press enquiries

Please visit our Media contacts page to see all relevant Press team contact details.

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.

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

If your query is regarding a fundraiser operating in your area, please see our information on door-to-door fundraising.

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
PO Box 1227
Liverpool
L69 3UG
Tel: 0845 3000 218
Website: www.charity-commission.gov.uk

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.

Battersea is on your doorstep

We have three centres - London, Old Windsor in Berkshire and Brands Hatch in Kent.

Visit us