Complaints Procedure

Your views are important to us and we take every complaint seriously. We are committed to high standards in everything that we do, but we realise that sometimes we get things wrong and that not everyone will agree with what we do.

We welcome feedback because it enables us to improve the services we offer and helps us to improve our communication to you. We promise to protect your identity and ensure anonymity unless we have been given consent from yourself.

We promise to take all complaints seriously and to deal with them in a timely manner.

How to Complain

Stage 1

You may send your complaint to us in any of the following ways:

Email: [email protected]

Write to:
International Cat Care
Place Farm
Tisbury
Wiltshire
SP3 6LW
United Kingdom

We will try to resolve the problem as quickly as possible. Whatever the complaint, you can expect us to respond within 7 working days; for more complex ones, we will acknowledge them within 7 days and provide a full response within 14 working days.

Stage 2

If for any reason we have not resolved the complaint to your satisfaction, please bring the matter to the attention of our Head of Finance by marking your email “FAO Head of Finance” or by phone.

Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you want us to do.

The same response times will apply as at Stage 1.

Stage 3 – Taking your complaint outside of International Cat Care

In the event that you remain dissatisfied with the response you have received which is related to fundraising, you are entitled to take your concerns to the Fundraising Regulator.

The Fundraising Regulator is an independent body that works to ensure that charities raising money from the public do so honestly and protects the public, donors and potential donors, not least those who may be vulnerable, from unacceptable fundraising practices.

International Cat Care is registered with the Fundraising Regulator and we are committed to abide by any decision they reach on complaints which are escalated to them.

The Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49-51 East Road
London N1 6AH

Tel: 0300 999 3407
Email: [email protected]