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Complaints procedure

At Cats Protection the needs and opinions of our supporters and customers are paramount

We will always strive to get things right first time, every time but there will be the odd occasion when things do not go according to plan or a mistake is made. Your comments are vital to us so that we can learn from these situations and avoid them in the future.

Making a complaint
We realise that making a complaint is not always easy so we would like to assure you that we will take your concerns seriously and handle it in a professional and timely manner.

We promise to deal with your complaint efficiently and within the following timescales:

  • We will acknowledge your comments and ensure that the appropriate manager or department has been made aware of them within five working days of receipt
  • We will write to you within 28 days to let you know about our findings and to propose a resolution or, if further action needs to be taken, explain why we will need a little more time.

If you are unhappy with any aspect of our response you can write to us again with your concerns and, if appropriate, our findings and proposed resolution will be reviewed by a senior manager.

How to contact the National Cat Centre with your comments
In order for us to make an investigation thoroughly, we ask that you submit your complaint to us in writing in one of the following ways:

Email:         customercare@cats.org.uk  

By post:      Customer Care   
                   National Cat Centre
                   Chelwood Gate
                   Haywards Heath
                   East Sussex
                   RH17 7TT

If your complaint is specifically concerning our Fundraising, please contact our Fundraising department at the following email address: toby.hoddell@cats.org.uk