Complaints policy

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1. As a small organisation we have a very simple and simplified complaints policy.

2. We prefer to try and manage and understand any unhappy customer experiences face to face at the time the problem occurs, but sometimes this is not possible and sometimes people may prefer to do so later. If necessary, we can also redirect people to a third party if the complaint should be directed to them, e.g. a trader at an event, a third party professional, a courier, etc.

3. Our preferred method following this is in writing, preferably by email as this is quicker, but it can also be undertaken by letter. We can take complaints by telephone; however, we believe this does not allow for a paper trail for both parties. Email affords a better paper trail for both parties. Again, when a complaint is made, if necessary, we can redirect the complainant to a third party if this is where the complaint should be directed. 

4. Complaints can be made

   1. in writing by email to info@happystaffie.co.uk​

   2. in writing by post to Happy Staffie Rescue, Unit 2b-3, 4 Lisle Avenue, Kidderminster, DY11 7DL

5. When a complaint is received, it is passed to the relevant team. Our small organisation essentially has two teams – welfare that handles all aspects of adoptions, surrenders, dog welfare, the rehoming centre, and currently includes day to day accounts, bookkeeping, our newsletter and maintenance of the membership. The other team is responsible for fundraising principally in the form of our charity shops, fundraising events, both our own, and our attendance at third party events, the website design and maintenance. Due to the small size of our organisation, and that a relevant person may be absent responses to complaints may take up to 14 days.

6. Each of those teams is led by a manager who can respond to complaints directly, and if necessary, will consort with their equal on the other team for advice or seek the advice of the trustees (subject to point 6 below). We hope that at this stage the complaint can be managed to a satisfactory conclusion for all parties.

7. If the complaint cannot be managed to a satisfactory conclusion for all parties b the relevant responding manager the complaint can be escalated to the trustees, who meet periodically, normally every 3-6 months. They would not be expected to arrange an extraordinary meeting to respond to a complaint and therefore a response could take up to 6 months, unless the complaint was of such a serious nature that it was required, e.g. injury or death of a person.

8. The trustee’s decision would be final from the point of view of the Charity’s Complaint’s Policy.

9. Depending on the nature of the complaint it may be possible in some circumstances to make a complaint to a regulatory body – for example, and not limited to, the Charity Commission, or the Association of Dog & Cat Homes. We would not be able to advise on the suitability of making a complaint to an external body and would advise complainants to read carefully the remit of these external organisations to ascertain the suitability of making a complaint to them, as some regulators/external organisations may not have an interest in, or a remit to cover the complaint in question.