1. Guiding principles

Our aim is to provide excellent customer and supporter service in delivering our animal welfare goals. We believe that listening to the views of our supporters and service users and learning from feedback, compliments and complaints, is an important part of achieving high quality work.

We take all feedback seriously and view it as an opportunity to learn and improve. We want to know when things work well, and we want to know when things don’t work well. Many complaints arise from misunderstandings or unrealistic expectations and can be avoided if there is good communication between the Branch, our volunteers, our service users and the wider public. 

This policy and accompanying procedure use the following definitions:

• a compliment is an expression of praise concerning a service received;
• a complaint is an expression of dissatisfaction about a standard of service;
• a comment or feedback is a suggestion for how a service can be improved.

Complaints will always be dealt with quickly and efficiently, with courtesy and discretion. The Branch aims to try and resolve complaints informally at the earliest opportunity and as close to the point of the issue as possible to prevent escalation. Wherever possible, complaints will be handled by the appropriate trustee or coordinator of the area of concern, who will then deal with the complaint promptly in person.

The following principles are used in our feedback, compliments and complaints policy and accompanying procedure:

• The policy and procedure are fair to everyone using our services or experiencing our work.
• The policy and procedure are accessible to all, regardless of age, disability, gender, ethnicity, belief or sexual orientation. If anyone has any special requirements to help them access this policy, procedure or our services, we ask them to contact us and we will do our best to support them.
• Making a compliment, complaint, or comment will not harm or prejudice the service that is given.
• Comments, complaints and concerns are dealt with efficiently and are properly investigated.
• Those giving a comment, compliment or complaint will be treated with respect and courtesy, and will receive appropriate support throughout the handling of the feedback, compliment or complaint.
• Our response will be timely and appropriate, identifying the outcome of any investigation, wherever possible.
• Action is taken where necessary in the light of the outcome of a complaint.
• Learning from feedback, compliments and complaints will be used to improve our work.
• Anyone not happy with the result of the response to the feedback, compliment or complaint, has the right to appeal.

We recognise that sometimes people find it difficult to distinguish between their local RSPCA branch and the RSPCA (registered charity number 219099; sometimes known as the ‘national Society’ or ‘RSPCA England & Wales’). Each of the RSPCA branch, and the RSPCA are separately registered charities, and they are each separate data controllers. 

If your feedback, compliment or complaint is regarding the RSPCA Crewe, Nantwich & Districts Branch (registered charity number 256976), our feedback, compliments and complaints procedure below should be followed. We are only able to respond to feedback, compliments and complaints that relate to the work we have carried out. Depending on the nature of your contact, it may need to be shared with the RSPCA, as the umbrella body. 

If your complaint is regarding the RSPCA (registered charity number 219099; sometimes known as the ‘national Society’ or ‘RSPCA England & Wales’), this should be sent directly to the RSPCA. Please follow the RSPCA’s complaints procedure - you can find its details here. If you are looking to share feedback or a compliment regarding the RSPCA, you can find further contact details on the RSPCA’s website.

If your feedback, compliment or complaint is regarding another local RSPCA branch (not RSPCA Crewe, Nantwich & District Branch, registered charity number 256976), this should be sent directly to the branch concerned - please contact them directly to find out their feedback, compliments and complaints procedure.  You can find their contact details by searching here.

If you are one of our branch volunteers, staff members or trustees, please follow your volunteer problem solving procedure, your staff handbook, or Whistleblowing process - as appropriate.

2. Branch volunteers

 Volunteers can give a comment, compliment or complaint relating to their work, working environment or working relationships by contacting the Volunteer Coordinator (volunteering@rspca-crewenantwich.org.uk). Any complaint should be made within 3 months of the event to allow for an investigation to take place.

A volunteer must try to resolve any complaint informally in the first instance. This can be achieved by:

• Discussing the complaint with the individual(s) concerned and agreeing a way to resolve the problem. In this situation, it may be useful for all concerned to make notes and agree together the way to resolve the situation;

OR

• Speaking to the volunteer’s designated contact. Alternatively, a volunteer may take their complaint to the Volunteer Coordinator (volunteering@rspca-crewenantwich.org.uk) who should then deal with the complaint promptly through discussion(s) with the person(s) involved, being careful to avoid judgement, apportion blame or give criticism. If resolved successfully, all parties should keep a record of the time and date of the discussion, what the complaint was about, and the details of the agreed action to resolve the matter (if any). This may be achieved via a shared email.

Where informal resolution has not proved possible, the volunteer may choose to formalise their complaint by putting full details of their complaint in writing to the Branch for the attention of the Branch Chair (chair@rspca-crewenantwich.org.uk). A formal complaint will not normally be accepted if there has been no prior attempt to resolve the issue informally.

Any complaint about the Volunteer Coordinator should be made to the Branch Chair (chair@rspca-crewenantwich.org.uk).

3. Feedback, Compliments and Complaints Procedure

There are several routes that may be taken to feed back to us:

Informal feedback (feedback, compliment or complaint)

Anyone wishing to informally give feedback, a compliment or a complaint about an aspect of our service should contact the relevant coordinator or their Branch point of contact.

When the contact is a complaint, we aim to resolve these informally through discussion with the complainant via the channel by which they contacted us (either in person, over the phone, via social media or email).

As part of the informal resolution process, the receiver may:

• Explain the rationale behind the action that led to the complaint and/or suggest a course of action to resolve the complaint.
• Offer an apology if it is deemed appropriate (apologising for what has happened need not be an admission of liability).

Where informal resolution proves insufficient, or if there is dissatisfaction with the response, please see below the process for escalating the complaint.

Formal feedback or complaint

The details should be submitted in writing by email to the Branch Chair (chair@rspca-crewenantwich.org.uk). The complaint will be acknowledged within five working days of its receipt. The Branch aims to respond to every complaint appropriately – for example, with an explanation, or an apology (where we have got things wrong) and with information on any action taken.

Once a formal complaint is received in writing, even if there has been no earlier, informal notification of the issue, the Branch undertakes to:

• Send an acknowledgment within 5 working days of receipt.
• If necessary, obtain further details from the complainant.
• Investigate the nature and circumstances of the complaint giving consideration, as appropriate, to:

    o The complainant’s comments and right to anonymity if appropriate.
    o Contemporaneous notes if available and/or written statements from personnel and witnesses involved giving names, dates and times.
    o The need to inform and gain statements from any individual(s) against whom the complaint has been raised.
    o National Society standards, protocols and guidance.
    o Sources of relevant professional judgement, experience and expertise within the Branch and the Society.
    o The need for professional advice (e.g. from a solicitor, auditor).

• Provide a full response within 25 working days of the acknowledgement being sent, or if this is not possible, advise the complainant when they are likely to get a response.
• Reply to the complainant giving the steps that have been taken to look into the issues, the Branch’s decision and the reasons for it.
• If it is a founded complaint, to explain what measures will be taken to prevent the issue from happening again and/or suggest a course of action to resolve the complaint.
• Offer an apology if it is deemed appropriate (apologising for what has happened need not be an admission of liability).
• Advise the complainant of what else they can do if they remain unhappy with the response.
• Keep a record of the complaint, all steps taken (with dates) and the outcome
• Where the complaint relates to the Branch Chair, the complaint will be dealt with by the Branch Secretary (secretary@rspca-crewenantwich.org.uk).

Formal feedback exceptions

The only occasions when we will not respond are as follows:

• When a complaint concerns an incident that happened more than three months ago as it is not possible to investigate these thoroughly.
• When a complainant is being abusive or offensive or harassing one of our people.
• When a complaint has been sent as part of a mass communication to us and many other charities.
• When a complaint is made anonymously we will use the complaint to learn and improve, but will not be able to respond.
• When we have already answered the feedback, compliment or complaint and we cannot justify allocating further charitable resources to the matter.
• When a complaint is illegible or incoherent.

4. Complaints relating to fundraising or donations

Without donations from our supporters we wouldn’t be able to help the animals that come into our care. The Branch aims to fundraise in accordance with the requirements of the Charity Commission in England and Wales and the Charities (Protection and Social Investment) Act 2016 and in line with the good practice guidelines of the Fundraising Regulator.

However, a Branch Volunteer or a member of the public may raise a complaint expressing dissatisfaction or concern with regards to some aspect of the fundraising activities of the Branch (or of someone fundraising on our behalf), for example:

• The belief that misleading or excessive requests for donations have been made.
• The belief that donations have not been used for the purpose for which they were intended.
• Allegations that there has been disrespectful or unfair treatment when seeking donations.
• A lack of transparency or openness about the relationship the Branch has with a third party (for example, a fundraising agency working on our behalf).
• A failure to respect a donor’s wishes (for example, when a donor has asked not to be contacted).

Complaints of this nature will normally be considered as formal and addressed by the Branch Treasurer together with the Branch Chair.

If the complaint is received at the fundraising site, or via social media, the receiver of the complaint should:

• Clarify the circumstances around the complaint in case it is a simple misunderstanding.
• For more substantial issues, the complainant should be advised to submit their complaint in writing. If they are unwilling or unable to do so, the receiver of the complaint should collect the complainant’s contact details and notes of their complaint, and pass these on to the Branch Chair.

The complaint must be received by the Branch within 3 months of the event causing concern.

An allegation of serious or sustained financial misconduct by Branch Trustees may be a matter for:

• The Charity Commission in England and Wales. The Commission has a section on its website explaining how to complain – http://www.charitycommission.gov.uk/how-to-complain

OR

• The Fundraising Regulator. Information on how to make a complaint is provided on their website – https://www.fundraisingregulator.org.uk/complaints/make-complaint

5. Unresolved Complaints

In cases where the complainant is dissatisfied with the outcome of their formal complaint, they are entitled to request further consideration within 7 days of receiving the response. However, normally, further investigation will only take place if significant new information is presented.

The Branch may terminate correspondence about a specific complaint if it is clear that, despite our best efforts, we are unlikely to satisfy the complainant about this issue. The decision to terminate correspondence will be made by the Branch Committee who must ensure that the matter has been investigated thoroughly and in line with our procedures. We will always tell the complainant when we are terminating a complaint and the reason we are doing so.

The complainant may be advised that they are at the end of the Branch’s complaints procedure. If the complaint involves issues around financial or ethical behaviour, the complainant may wish to appeal with details of their complaint to the Charity Commission, the regulator and registrar for charities in England and Wales. The Commission’s website explains how to complain – http://www.charitycommission.gov.uk/how-to-complain.

6. Record Keeping

The Branch will maintain a record of all complaints and their outcomes and these will be reviewed on a regular basis to inform and improve the Branch’s policies and procedures. Trustees will receive information at their meetings on formal complaints received, progress and outcomes.

Care will be taken not to prejudice potential appeals. During a complaint investigation, limited information will be given on the exact issues and findings. An outline of the complaint (without names etc.) and the outcome will be sufficient once the complaint is closed.

Specific details which may identify individuals, be they complainant, volunteer(s) or member(s) of the public, will always be kept strictly confidential.

If the complaint has originally referred to the Branch via the Society, then the Society will be informed of the outcome.