COMPLAINTS POLICY & PROCEDURES

FLOOF French Bulldog Rescue is committed to ensuring that all our communication and dealings with both our supporters and the general public are of the highest possible standard. we listen and respond to the views of our supporters and the general public so that we can continue to improve.

FLOOF French Bulldog Rescue welcomes both positive and negative feedback, therefore, we aim to ensure that;

  • It is as easy as possible to make a complaint

  • We treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response.

  • We deal with it in a timely manner and politely and respond accordingly - for example, with an explanation, an apology where we have got things wrong, and provide information on any action taken.

  • We learn from complaints and use them to improve and monitor them at our Trustees Board meetings.

If you wish to provide feedback or raise concerns this is what you should do.

Usually, a conversation with the person directly involved in the issue will suffice should a problem arise. However, we recognise that from time to time there may be occasions when those interacting with us may feel that our actions fall short of what they could reasonably expect. We also want to know about these occasions so that we can resolve the problem and plan to avoid its repetition. If you have a complaint, we would like you to tell us about it.

  • If you have a complaint to make, it should be made to the person who you interacted with, who will try to resolve the issue informally.

  • If the issue is of a serious nature, or you are not satisfied after raising it with the person, you can make a formal complaint. Please give us as much information as possible, with any relevant documentation and relevant contact details.

  • Your complaint should be made in writing and sent to floofcomplaints@gmail.com

  • We will acknowledge your complaint in writing (normally within 7 days of receipt) and Gary Swift will, in consultation with the Chair of the Trustee Board investigate the complaint. We will endeavour to resolve within 21 days. If this is not possible, we will explain why and give a new date.

  • If you are dissatisfied with the result of your inquiry your complaint can be reviewed by a panel comprising of at least 3 members from the FLOOF Trustee Board. The panel will respond within 2 weeks of this consideration and whilst the decision of the panel will be final, you may contact the Charities Commission.

  • Where appropriate, FLOOF will make a written apology to the complainant and agree any further action necessary to make good the cause of the complaint.

  • All formal complaints and the response made to them will be recorded and filed in a secure place.

  • The Trustee Board shall be informed by Gary Swift at the first available meeting of the number and nature of any formal complaints and their outcome, and consideration will be given to any implications these have for the planning and management of future services annually, as part of FLOOF’s self evaluation

REVIEW DATE; 1ST JULY 2021