We are currently experiencing problems with our Find a cat, Find us and a number of other search tools on our website. We are sorry for any inconvenience and we hope to have the problem fixed very soon.
We always try to get things right first time and regularly review our processes and policies in order to improve our services, however there will be the occasional situation which could have been handled more efficiently and more professionally. Your comments about your personal experience are vital to us so that we can learn from these situations and avoid them in the future.
We realise that making a complaint is not always easy so we would like to assure you that we will take your concerns seriously.
We promise to deal with your complaint efficiently and wherever possible within the following timescales:
If you are unhappy with any aspect of our response, you can write to us again requesting a review of our findings and proposed resolution. The matter will then be referred to a senior manager.
If your complaint relates to our fundraising activities, and you are unhappy with our final response, you can refer your complaint to the Fundraising Regulator. You can find out more about their complaints service here
We regularly review any complaints we have received to ensure we continue to improve our services and fundraising. We publish information about complaints relating to our fundraising activities in our Annual Report.