Central London
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Complaints Procedure

MAKING A COMPLAINT

We welcome feedback as it helps us to develop as a charity, giving us the chance to monitor and improve our services. We set ourselves a high standard of care for our customers and users of our services and if this is not met we want to hear about it.

We are sorry if you feel that you need to make a complaint. The following information will help you understand the procedure relating to complaints by members of the public about RSPCA Central London Branch.

If you wish to make a complaint about the main national RSPCA, please visit their website for their complaints procedure (https://www.rspca.org.uk/utilities/contactus/complaints). Information can also be found on that website about how to contact other Branches which operate separately about complaints relating to their services.

This complaints procedure is not set up to handle animal welfare concerns about a particular animal or other general animal welfare matters such as farm animal transport or slaughter. Find out how to report cruelty or an animal in distress.

 

General Principle

We are committed to meeting the expectations of supporters and members of the public. If you are unhappy with the services and support you have received, we shall try to address your concerns and make the necessary changes to address the issue. Wherever possible we seek to resolve complaints informally without the need for them to be escalated to our governing body of trustees.

You can expect all complaints to be handled professionally, fairly, objectively, confidentially and with respect.

In the event of any complaint alleging any criminal activity, we will refer this to the relevant authorities. We also encourage such complaints to be reported directly to the relevant law enforcement authority.

 

Who can complain

  • We will consider a complaint by any member of the public affected by their experience of RSPCA Central London’s charity shops and/or animal welfare activities.
  • Data protection legislation requires us to only process complaints that come from people who have had direct contact with the RSPCA. It prevents us from corresponding with third parties about complaints. This means that we cannot help you if you would like to complain on behalf of a family member, friend, or someone else, unless you have Power of Attorney.
  • If an individual is considered vulnerable or unable to make a complaint, it may be possible to accept a complaint made on their behalf, such as by a relative or carer (subject at all times to establishing their authority to represent the complainant).
  • If an individual faces difficulties in pursuing their complaint or otherwise making use of our services because of a disability, we shall do our best to make reasonable adjustments as necessary to our procedures in order to accommodate their needs. We shall let the complainant know how we propose to accommodate their needs; if we are unable to meet their request we will explain why.

 

How to complain

Complaints will only be considered if they are received within three months of the time when you were first aware of the situation. We do not handle complaints that date back further than this.

You can submit your complaint in a number of ways:-

  • Orally at the time of the incident to a member of staff, volunteer or Trustee
  • In writing to RSPCA Central London, Box 145, 2 Lansdowne Row, London, W1J 6HL
  • By email to animals@rspcacentrallondon.org.uk

 

What you can expect

We will acknowledge any complaint received within [5] working days of when it is received.

Verbal complaints, if not resolved immediately, will be redirected to the most appropriate Manager or Trustee.

Following investigation, a full reply to the complaint will be sent within a further 28 working days after acknowledgement. If this will not be possible, you will be advised of the reason why and the date by which you will receive a full reply.

Complaints will be investigated fully and fairly by the appropriate Manager and/or Trustee, respecting your right to confidentiality.

 

Unreasonable behaviour

If the person making the complaint uses abusive language or an aggressive tone, we will not engage with this. For example, if the complaint is made in person, the member of staff may walk away or seek assistance from another staff member. In these circumstances, it is unlikely that your complaint with be dealt with at that time.

If the complaint is made in writing by letter or via our website or by email and uses abusive language or threats, we will reply but will advise you in our response that this is unacceptable.

We may terminate correspondence about a specific complaint if it is clear that despite our best efforts we are unlikely to satisfy you. If you write to us again about a different issue, it will be treated as a new complaint and replied to.

The decision to terminate correspondence will only be made by a Trustee after making sure that the matter has been investigated thoroughly and in line with our procedures. We will always tell you when we are terminating a complaint and the reason we are doing this.

OUTCOMES

Members of the public will be informed of the findings of the investigation and information of any action taken, if and when required.

If you are unhappy with the outcome, you can request the decision is reviewed as follows:

  • In relation to a response received from a Manager, to the Board of Trustees and the responsible Trustee for handling complaints;
  • In relation to a response received from the Trustee responsible for handling complaints, to the Chairperson of the Board of Trustees, whose decision shall be final.

Retention of Personal Information

Records will be kept confidential and retained by RSPCA Central London Branch in accordance with the Data Protection Act (2018) and our Privacy Policy.