Complaints Policy

Raising a complaint
Refuge4Pets aims to provide high quality services to victim-survivors of domestic abuse (humans and animals), volunteers, professional colleagues and the general public. If we are not getting this right, please let us know.

If you want to make a complaint you can have the support of a person you trust to support you to do this.

Definition of a complaint
A complaint is an expression of dissatisfaction by a person and may be about:

  • An experience of services (such as the quality, staff conduct or our decision-making processes).
  • We welcome complaints and comments from individuals including service users, volunteers, professional colleagues, members of the public and so on.
  • We also welcome comments or complaints from other stakeholders such as partner agencies and funders. However, where a complaint relates to a third party, we will require the consent of that person to investigate the complaint and to provide feedback.
  • In exceptional circumstances, we may need to investigate a complaint without the person’s consent, especially where this exposes, or appears to expose, a significant risk or staff misconduct.
  • We reserve the right not to investigate a complaint if this is made by someone who is alleged to be a perpetrator of violence or abuse.

If you are not happy with the service or support that you have received from Refuge4Pets please speak to the team member that you are in contact with in the first instance so that we can resolve any issues at the first possible point.

If you are unhappy with the service or support from an individual within the team it may feel difficult or inappropriate to speak to this team member directly in which case you can contact the Chief Executive Officer of Refuge4Pets. Please be reassured that your complaint will be dealt with sensitively, appropriately and in line with our safeguarding, confidentiality and information sharing polices and procedures.

Often, we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within three working days.

Making a written complaint
If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chair Trustee. If your complaint is about the Chief Executive Officer please write directly to the Chair Trustee.

All written complaints will be logged. You will receive a written acknowledgement within three working days of receipt of the complaint. The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered and proposed next steps.

Our postal address is:
PO Box 160
PL14 9DR

Or, you can email

Further contact details

Office number
0300 4000 121

Mary Wakeham
Chief Executive Officer
07497 382457

Lesley Leahy

Further information
For further advice about making a complaint regarding a charity you can visit:

If you are making an allegation of abuse against a member of the Refuge4Pets team, either in a paid or unpaid capacity, you should report this to the Chair Trustee and relevant Local Authority LADO.