Complaints policy & procedure
We understand that there may be an occasion when you feel it is necessary to make a complaint about your experience with the charity. Whilst we hope this can be quickly and amicably resolved, below is the procedure that the charity will follow to ensure a smooth and thorough process of any formal complaints.
1. Initially, your concerns should be discussed with a charity representative within the premises where the incident occurred.
2. If the matter remains unresolved, or if you feel uncomfortable with discussing the problem, please send a letter instead to either the charity mailing address: Penny Jones Animal Hospice, Rigghead Cottage, Hethersgill, CARLISLE, CA6 6HH, or an email to hug@pennyjones.org.uk
3. Once the charity receives a formal written complaint, we will aim to respond within 28 days, even if it is just acknowledging your complaint.
4. The charity trustees will hold a meeting to discuss your complaint and, if deemed necessary, will contact you or other persons for further information.
5. Once all the information has been gathered and discussed, a decision will be made by the charity trustees and you will be notified of that decision via a letter from them within 60 days of their last letter.
6. All information relating to the complaint should remain confidential between the charity trustees, the complainant, and any other persons involved in the complaint.
7. If you are not satisfied with the decision and outcome made by the charity trustees, you are within your rights to escalate the complaint to the charity regulator, the Charity Commission - telephone 0300 066 9197 Mon-Fri 9-5 or use their online complaints form.