COMPLAINTS POLICY 2019 (updated 01.11.19)
The Mare and Foal Sanctuary is committed to delivering the best level of service at all times to everyone who engages with our charity including beneficiaries, supporters and the community.
We set ourselves very high standards but understand that sometimes these standards may slip. On these occasions, it is important that you let us know we have fallen short of your expectations, so that we can learn from this. We really value your feedback and welcome the opportunity to respond.
Our promise to you
- We aim to provide a responsive and timely service and will:
- treat all complaints seriously and investigate them thoroughly
- resolve complaints promptly
- be open and honest in our dealings with you
- learn from complaints and take action to improve our service
How to make a complaint
If you have a complaint about the service provided either by us, or by a third party working on our behalf, you can send it by post, via our website, email, phone or through one of our official social media accounts. In all cases you should aim to provide as much relevant information as possible so that we can deal with your complaint promptly. Please also include your contact details in case we need to obtain more information from you.
Any complaints can be sent to:
The Complaints Coordinator
The Mare and Foal Sanctuary
Haccombe With Combe,
Phone: 01626 355969
We also have a complaint form available to download and print at home here >
What happens next?
You will receive an acknowledgement from us within two working days of your complaint being received.
Responding to complaints
In acknowledging receipt of your complaint, we will give an indication of how long it will take to send you a detailed response. In most cases, we would aim to provide a full reply within 10 working days. However, this may not always be possible, especially if we need to conduct a more detailed investigation. If it proves impossible to send a detailed answer to your complaint within the time originally indicated, we will contact you again to explain the reason why and tell you when you will receive a full response.
Dealing with complaints
The manager responsible for the department to which your complaint relates will handle a detailed investigation into your complaint. In some cases, they may contact you by phone to talk through our response and make sure that you are satisfied and can ask questions, before formally sending through our response in writing. A Director will also take a personal interest in each complaint, and our Executive Team regularly monitors our complaints process.
If, following our response, you are not satisfied, you can ask for your complaint to be referred to the Chief Executive.
We are members of the Fundraising Regulator and as such commit to their Fundraising promise. Read the full Fundraising Regulator Promise. If you remain dissatisfied with our response, you can (in England, Wales and Northern Ireland) contact the Fundraising Regulator, or in Scotland, the Scottish Fundraising Standards Panel.