Complaint procedure

If you wish to comment on any aspect of our services, please address it to: 

Supporter Care Team
Brooke
York House
Wetherby Road
Long Marston 
York
YO26 7NH

Alternatively you can complete the complaint form, email [email protected] or call our Supporter Care Team on 020 7470 9393.

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 raise a complaint with the Fundraising Regulator online.

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