Complaints Procedure

Our Complaints Procedure has the following goals:

• To deal with complaints fairly, efficiently and effectively;
• To ensure that all complaints are handled in a consistent manner throughout;
• To increase supporter satisfaction;
• To use complaints constructively in the planning and improvement of all services.

What is a complaint?

It may be a criticism that expects a reply and requires action or changes to be made. It can also be an expression of dissatisfaction with any aspect of Beagle Welfare, which is under the control of the Charity, its staff or volunteers.

How to complain

Beagle Welfare would like to sort out any complaint as soon as possible. Many complaints can be resolved informally. In the first instance contact and, if you feel able, speak to the person you have been dealing with who will try to sort the matter out. If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

Write down your complaint and send it to:

Mrs. Linda Thomas

National Secretary – Beagle Welfare

Herons Hill

28 Ennerdale Drive

Congleton

Cheshire, CW12 4FJ.

Phone Number: 01260 299 033

Email: secretary@beaglewelfare.org.uk

What will we do on receiving your complaint?

• We will listen and record your complaint and advise you how it will be handled.
• We will investigate.
• We will take action to resolve the problem and tell you what the action is.
• We will take steps to avoid a repeat occurrence.

At all times, we will treat you with understanding and respect. All we ask is that you do the same for our staff. Confidential information in relation to your complaint will be handled sensitively.

We are unable to respond to anonymous complaints or matters for which the charity is not directly responsible.