Complaint Procedure

We are committed to being open and honest in our communications and value all feedback. If you have a comment on any aspect of our services, please send it to:

Supporter Care
The Brooke
5th Floor Friars Bridge Court
41-45 Blackfriars Road

Alternatively, you can email or call our dedicated Supporter Care Team on 020 7470 9393.

We will try and respond to your complaint within five working days of receiving it. If we require longer to investigate your complaint, we will still contact you within five working days to acknowledge receipt and to let you know what action is being taken. All complaints will be responded to within 14 days.

If you are not satisfied with our response, you should contact our Complaint Co-ordinator using the contact details above. Again, we will seek to resolve your remaining concerns as soon as possible.

If you still feel we have not resolved the matter fully, or are not happy with the way we have handled your concerns, you can forward any complaint relating to fundraising to an independent body, the Fundraising Standards Board (FRSB) for investigation within two months of your initial complaint to the Brooke.

The FRSB will investigate the complaint within 30 days and present their findings. If a resolution can still not be reached, the complaint will be referred to the FRSB board who will review it within 60 days and declare whether or not the complaint will be upheld. Their decision is final and will be made public.

The FRSB can be contacted:

by post
Fundraising Standards Board
61 London Fruit Exchange
Brushfield Street
E1 6EP

by phone

0845 402 5442

by email

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