Complaint procedure today

Alternatively you can email [email protected] or call Supporter Care on 020 3012 3456 (from abroad: +44 20 3012 3456).

We will strive to respond to your complaint within three working days of receipt. If we require longer to respond fully, owing to an investigation or information gathering, we will still contact you within five 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 Coordinator using the details above. Your complaint will be escalated as appropriate and we will seek to resolve your remaining concerns and will respond in writing within 28 days.

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 regulator of charitable fundraising, The Fundraising Regulator, for investigation within two months of your initial response from Brooke Hospital for Animals.

The Fundraising Regulator will then investigate the complaint within two months and present their findings. Their decision is final and will be made public.

You can submit your issue on the Funding Regulator's website.

If you need assistance submitting your complaint or have any questions about the process, The Fundraising Regulator can be contacted at [email protected], on 0300 999 3407 or by post at:

Fundraising Regulator
Eagle House
167 City Road 
London
EC1V 1AW

The Data Usage and Access Act (DUAA 2025) gives you the right to make a data protection complaint if you believe your personal data has been processed unlawfully, inaccurately, or in a way that doesn’t comply with UK data protection law.

What is a data protection complaint?

A data protection complaint is when an individual is not happy with the way Brooke has processed their personal data (or the personal information of someone they’re acting on behalf of).

• The way a data breach you were involved in was handled.
• The way we handle a request to your data subject rights request (for example, an erasure request or a request for a copy of the personal data we hold about you).
• How we use the personal data you provide, or how long we keep it for.

How to make a data protection complaint

• Email the Data Protection Team at [email protected]. 
• Write to us at Brooke, Data Protection Team, 1 Baloo Court, Bangor, BT19 7AT.
• Call our Supporter Care Team on 020 3012 3456 and tell them you’d like to make a data protection complaint.

Can I make a data protection complaint on behalf of someone else?

Yes, but you must prove you have the power to act on their behalf. You could do this using:

• •An appropriate power of attorney.
• A signed letter of authority from the person you’re making the complaint for.
   

Can I make a data protection complaint on behalf of a child or young person?

Yes, but you must prove you have the power to act on the child or young person’s behalf. You can prove this using any official document(s) that show:

• That the person you are acting for is under 18; and
• That you are their parent or legal guardian or otherwise authorised to act on their behalf.

What information should I include?

To make a data protection complaint, individuals should provide sufficient detail to allow the matter to be properly assessed. This should include:

• What your complaint is about.
• Your name, contact details, preferred method of contact.
• The date or period when the issue occurred.
• Any relevant correspondence in regard to supporting evidence and relationship to Brooke.
• The outcome or resolution being sought.

What happens when I make a data protection complaint?

Data protection complaints get submitted direct to the Data Protection team. They will log the complaint immediately and acknowledge within 30 days of receipt. 
Brooke will provide a response outlining its findings and any actions taken. The final response will depend on the nature, complexity, scope, and scale of the complaint.

What if I’m unhappy with Brooke’s response to my complaint?

If you are unhappy with Brooke’s response to your complaint, you have the right to contact:

Information Commissioner

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Tel: 0303 123 1113

Contact the Information Commissioner on their website.

Checklist: What to do

Before submitting a complaint, please ensure that the following steps have been completed:

• Clearly define the nature of the complaint.
• Gather all relevant information, including dates as highlighted above. 
• Retain a copy of the complaint and any supporting documentation for your personal records.
• Submit the complaint e.g. by email, post, or phone but not limited to these means.
• Allow 30 days for Brooke to acknowledge and respond in accordance with DUAA 2025 Section 103.

We will provide a response as quickly as we can and try our best to rectify any concerns you may have. Thank you.