Complaints Policy

At TPR, we are committed to providing a professional, fair, and compassionate service. We recognise that there may be times when our service does not meet expectations. This policy outlines how complaints can be made and how they will be handled.

We believe that feedback — positive or negative — helps us to learn, improve, and ensure trust with adopters, foster carers, volunteers, and supporters.

Our approach follows the Principles of Good Complaint Handling:

• Getting it right

• Being customer focused

• Being open and accountable

• Acting fairly and proportionately

• Putting things right

• Seeking continuous improvement
  
  

Scope

This policy applies to complaints about:

• The standard or quality of services provided by TPR

• Divergence from agreed procedures

• The behaviour of TPR volunteers, trustees, or representatives

This policy does not cover:

• Matters already investigated under this policy

• Legal or police proceedings

• Complaints about third parties (e.g., vets, transporters)

• Anonymous complaints
  
  

Making a Complaint

• Complaints should be submitted in writing (email or letter) within 12 months of the incident.

• Please include your name, contact details, a clear description of the complaint, relevant dates, and what outcome you are seeking.

• Complaints can be sent to: [insert complaints email address]
  
  

How We Handle Complaints

• Acknowledgement: we will acknowledge your complaint within 5 working days.

• Investigation: the complaint will be investigated by a trustee or senior volunteer not directly involved. This may involve gathering information from records, staff, or volunteers.

• Response: a written response will be provided within 20 working days. If more time is required, we will explain why and provide an updated timescale.
  
  

Appeals

If you are unhappy with the outcome, you may request a review by another senior member of TPR. Their decision will be final. 

Confidentiality

All complaints will be treated confidentially. Records will be kept securely and only shared with those directly involved in investigating or resolving the issue.

Monitoring and Reporting

Complaints will be logged, and the TPR leadership team will review them regularly to identify patterns and improve our services.

At TPR, we take complaints seriously. They help us to learn, improve, and ensure we continue to act with compassion, fairness, and transparency in everything we do.