Complaints Policy
Newcastle Dog & Cat Shelter is committed to upholding the highest standards across all areas of our work. We engage with our supporters, donors, volunteers, partners, and customers through a wide range of activities, including fundraising campaigns, community events, rehoming services, retail shops, and online communications via our website and social media.
The Shelter is dedicated to maintaining positive relationships with everyone we interact with and always aims to treat people with respect, care, integrity, and compassion.
YOUR FEEDBACK MATTERS
At Newcastle Dog & Cat Shelter, we welcome all forms of feedback — whether positive, constructive, or a complaint. Hearing from you helps us understand what we’re doing well and where we can improve. Every complaint is recorded and reviewed so we can continue to learn and enhance our services in the future.
HOW TO MAKE A COMPLAINT
You can contact us by phone, post, or email to share your complaint. Our Supporter Care Team will be happy to assist and ensure your concerns are handled appropriately.
To help us respond as quickly as possible, please include the following information in your message:
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Your contact details: Full name and your preferred method of contact (address, phone number, or email).
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Details of your complaint: What happened, where and when the incident occurred, and the names of anyone involved (if known).
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Desired outcome: Let us know what action you would like us to take to resolve your complaint.
You can contact us via:
📞 Phone: 0191 215 0435
✉️ Email: feedback@newcastledogandcatshelter.org.uk
Or write to us at:
Supporter Care Team
Newcastle Dog & Cat Shelter
Benton North Farm
Newcastle upon Tyne
NE12 8EH
We will acknowledge your complaint within five working days of receiving it. Our goal is to provide a full response within ten working days. If the matter requires further investigation, we will aim to resolve it within 28 days. All complaints are handled in line with our Complaints Procedure.
If you are not satisfied with our response, please contact us again to explain your concerns and tell us what further steps you would like us to take.
ESCALATING YOUR COMPLAINT
If your complaint relates to our fundraising activities and you are unhappy with our final response, you can refer it to the Fundraising Regulator within two months of receiving our reply.
As members of the Fundraising Regulator, Newcastle Dog & Cat Shelter adheres to their standards and agrees to abide by any decisions they make regarding escalated complaints.
Fundraising Regulator
2nd Floor, CAN Mezzanine Building
49–51 East Road
London, N1 6AH
📞 0300 999 3407
✉️ enquiries@fundraisingregulator.org.uk
🌐 fundraisingregulator.org.uk
If your complaint concerns donations made via SMS or your mobile phone bill, you may contact Ofcom if you are dissatisfied with our response:
Ofcom
PO Box 1285
Warrington
WA1 9GL
📞 0300 123 3333
🌐 ofcom.org.uk
If your complaint relates to other areas of our work, such as governance or operations, and you feel it remains unresolved, you can raise your concern with the Charity Commission:
Charity Commission for England and Wales
PO Box 1227
Liverpool
L69 3UG
📞 0845 3000 218
🌐 www.gov.uk/government/organisations/charity-commission
If your complaint is about our lottery or raffle activities and we have not resolved it within 8 weeks of your initial complaint, you can contact the Independent Betting Adjudication Service (IBAS):
Independent Betting Adjudication Service Ltd
3 More London Riverside
London
SE1 2RE
📞 020 7347 5883
🌐 ibas-uk.com/how-to-raise-a-dispute
YOUR INFORMATION
Any personal data you provide will be used by Newcastle Dog & Cat Shelter solely to manage and resolve your complaint. We handle your information securely and in accordance with data protection law.
For more details, please see our Privacy Policy on our website.