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.

What we ask from you when submitting a complaint to us

• Please use the online form if possible – this will help us to respond in the most efficient way. However, you can also contact us:
  
  
  • for complaints specifically about our fundraising:
        Head of Supporter Services
        National Cat Centre
        Chelwood Gate
        Haywards Heath
        East Sussex
        RH17 7TT
  • for other matters:
        Customer Care
        National Cat Centre
        Chelwood Gate
        Haywards Heath
        East Sussex
       RH17 7TT
  • by telephone to our Contact Centre on 03000 12 12 12

• Please provide your full contact details and your preferred method of contact. Regrettably we cannot respond to anonymous complaints. However, we ensure that anonymous comments are referred to the relevant department
• Please provide as much information about your experience as possible, including any supporting evidence

What will happen when you make 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.

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

• we will usually be able to acknowledge your comments and ensure that the appropriate manager or department has been made aware of them within five working days of receipt. It may take a little longer if your complaint is sent by post, or is received through one of our branches or centres
• we will then write to you within 28 days to let you know about our findings and to propose a resolution. If further action needs to be taken and there may be a delay, we will 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 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.