Complaint Procedure

We are committed to being open and honest in our communications and value all feedback. If you wish to comment on any aspect of our services, please address it to:
Supporter Care
The Brooke
Fifth Floor Friars Bridge Court
41-45 Blackfriars Road

Alternatively you can email or call our Supporter Care Team on 020 3102 3456.

We will strive to respond to your complaint within 5 working days of receipt. If we require longer to respond fully, owing to investigation or information gathering, we will still contact you within 5 days to acknowledge receipt and to update you with what action is being taken. All complaints will be responded to within 14 days.

If you are not satisfied with our response, please contact our Complaint Co-Coordinator using the details above. Again we will seek to resolve your remaining concerns as soon as possible.
Whilst we are confident that we will resolve any complaint to your satisfaction, 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 2 months of your initial complaint to the Brooke.

The FRSB will then 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 and they 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 at:

By post
65 Brushfield Street
E1 6AA
By phone
0333 321 8803

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