Feedback and Complaints Procedure
for RSPCA Milton Keynes & North Bucks Branch
Please note our Branch covers the area of Milton Keynes and North Buckinghamshire :
Scope
This procedure details how you can raise a complaint about our Branch as a member of the public. We have different internal procedures for complaints from volunteers and staff.
Who can complain
Data protection legislation requires us to only process complaints that come from people who have had direct contact with our Branch, preventing us from corresponding with third parties about complaints. This means that we cannot help you if you would like to complain on behalf of a family member, friend, or someone else - unless you have Power of Attorney.
Animal cruelty complaints
The complaints procedure is not set up to handle animal welfare concerns about an animal that is not in our care. Please contact National RSPCA in this instance: www.rspca.org.uk
Complaints about our local Branch
Should your reason for contacting us be a complaint about our Branch (RSPCA Milton Keynes and North Buckinghamshire), we apologise and would like to assure you that we take all complaints seriously. Please include your name and detail of your complaint. If you are happy for us to contact you by telephone, please also include your telephone number.
We aim to acknowledge your complaint within 1 week of us receiving it; where we will investigate and deal with it in an appropriate manner. You will be informed of the outcome of our investigation within a month of us sending you the acknowledgement. If we require more time, we will inform you that there has been a delay and explain why.
Feedback
In order for us to be able to improve our products and services, we appreciate both constructive and positive feedback.
Comments, questions about general matters and complaints can be sent by usign the methods below. If you wish to make a formal complaint please add the words 'formal complaint' to either your letter contents or the email subject line, so we can make sure we deal with it according to our complaints policy procedure.
postal correspondence:
Branch Secretary
RSPCA Milton Keynes & North Bucks Branch
63 High Street
Newport Pagnell
MK16 8AT
email:
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general enquiries & feedback : branch@mkrspca.org.uk