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General complaints procedure

Leicester Animal Aid is committed to providing excellent levels of service. We are constantly striving to meet the rising expectations of our members, and we welcome feedback on where our services can be improved or where your expectations have not been met.

This page refers to General Complaints only. If you have a specific complaint in regards to fundraising, please visit our Fundraising Complaints Policy. 

Issues of concern to our members, customers and supporters can usually be resolved by talking them through with one of our receptionists. A telephone record book is completed at the same time of the call, detailing the callers contact details and brief outline of the nature of the complaint.  Depending on the nature of the complaint depends to whom this is directed.  However, we recognise that sometimes this may not be appropriate, or you may feel your concerns have not been properly addressed after talking them through with us.  

If you feel you are not satisfied with the explanation/response given then a Complaint Form will be completed by a member of staff.  To complete a Complaint Form, please call 01455 888257 or email info@leicesteranimalaid.org.uk

The Complaint Form will be given immediately to the General Manager in order that it can be addressed appropriately. This publication explains how the Complaints Procedure works, what you need to do and what you can expect.  

Unreasonable behaviour

We reserve the right to reject complaints which are abusive or characterised by unreasonable behaviour whether in terms of the nature of the complaint or the manner in which it is pursued.

We reserve the right to take appropriate action in cases where a complainant behaves unacceptably. This may involve restricting the manner in which the complainant may communicate with our staff.

General Manager (1st level)

If we haven’t reasonably met your expectations or you wish to make a complaint relating to services or facilities provided by one of our staff you should write or e-mail in the first instance for the attention of the General Manager.   Alternatively, you can complete a "Contact Us" Form online here. 

In expressing concerns it is helpful to include all relevant details such as nature of complaint, date, people contacted and the other circumstances relating to your complaint. This helps us to quickly and fully understand the nature of your complaint and begin our investigations.

Once we have received your complaint the General Manager or one of her colleagues will acknowledge receipt of your letter in writing normally within 48 hours and you can normally expect a full written response within 10 working days of this acknowledgement. Our aim is to resolve the complaint to your complete satisfaction at this level.

Chair of Trustees (2nd level)

If, after receiving our response at the 1st level you feel that your concerns have not been fully addressed you can ask for your complaint to be referred to the Chair of Trustees by writing to LAA, Elmwood Farm, Forest Road, Huncote, Leicestershire, LE9 3LE. 

You can normally expect a full written response to your complaint within 10 working days of our acknowledgement of the complaint reaching the 2nd level. It may be necessary for additional information to be sought from an external source. When this is necessary and we feel it may not be possible to respond to your complaint within 10 working days we will contact you again. We will explain our reasons for asking for a time extension and seek your approval.   

Arbitration (3rd Level)

If a satisfactory resolution can not be reached then the matter can be referred to an alternative dispute resolution (ADR) entity.  We would elect to use IBAS (Independent Betting Adjudication Service) for this purpose – www.ibas-uk.com 

PO Box 62639, London, EC39 3AS.  Telephone 0207 347 5883