COMPLAINTS PROCEDURE

Passion for Animals

West Wales Poundies Dog Rescue Registered Charity 1160474 Complaints Procedure

West Wales Poundies Dog Rescue is committed to the very highest standards of customer care. However, we appreciate that there will be occasions when we don't get it right. So please let us know if you think we have failed in any way.

If you have a complaint about our work, please write to:

The Complaints Co-ordinator
West Wales Poundies Dog Rescue

GwawrFryn

Panyllyn

Llandybie

Ammanford

SA18 3JU

 

Or contact us by email westwalespoundies@hotmail.com

Your complaint will be fully investigated and a response will be sent as quickly as possible but in no more than 14 days.

The reply will usually be a full explanation but in some cases we may inform you that more time is needed to investigate the issue.

We would aim to give a full response to all complaints within a maximum of 30 days.

Our Approach:

  • We will always listen to what you say and treat you with respect and courtesy

  • We will seek to resolve your complaint objectively and honestly

Exceptions:

The only occasions when we will not respond are as follows:

  • When a complaint is illegible or incoherent

  • Generally when a complaint concerns an incident that happened more than three months ago as it is very difficult to investigate these thoroughly

  • When a complainant is being abusive or offensive or harassing one of our employees or volunteers

  • When a complaint has been sent as part of a mass communication to us and many other charities

  • 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 

  • When a complainant unreasonably pursues a matter that we have already fully responded to.

  • If you do not feel completely satisfied by our response then you can contact The Charity Commission. Contact details areCharity CommissionPO Box 211BOOTLEL20 7YX

  • Website: charity-commission.gov.uk

©2018 BY WEST WALES POUNDIES. PROUDLY DONATED BY RHIAN JONES 07891484922