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POLICIES

COMPLAINTS POLICY
Pennine Animal Welfare Society (hereafter P.A.W.S.) is committed to maintaining
high standards in all of its work. The charity engages with donors, partners,
volunteers and its customers in many ways. This includes various fundraising
activities such as direct mail and street fundraising, and direct communications
through social media and the press. Supporters also have the opportunity to engage
with P.A.W.S. through retail, community projects and rehoming activities.
P.A.W.S. is committed to maintaining good relations with all supporters, donors,
partners, volunteers and its customers and aims to always treat people with respect
care, integrity and dignity.
YOUR FEEDBACK MATTERS TO US
At P.A.W.S., we openly welcome feedback and complaints. We encourage you to
contact us with your feedback, whether positive or not. Complaints are especially
important to us as they may help us to see where our processes might be improved.
We keep a record of all complaints we receive to help us learn for the future.
HOW TO COMPLAIN
You can call us, write to us or e-mail us about your complaint.
In order for us to resolve your complaint as quickly as possible, please include the
following information in your letter or e-mail:
 Your contact details: Full name and then the details for your preferred method
of contact e.g. address, email or phone number.
 As much information about the complaint as you feel able to give (the reason
for your complaint, where and when the instance occurred, the name(s) of
anyone involved).
 Are there any particular actions you wish us to take to resolve your complaint?
If so, please include them.
You can e-mail enquiries@pennineanimalwelfaresociety.org or call 07748 988242.
If you would prefer to write, please send your letter to:
P.A.W.S., PAWS Barn, Hill Top Lane, Delph, Oldham, OL3 5RW.
We will acknowledge complaints within five working days of receipt. We endeavour
to respond to complaints in full within ten working days. Where the matter requires
more detailed investigation, we will respond in full within 28 days. Your complaint will
be managed in accordance with our Complaints procedure.

If, for any reason, you are not satisfied with the resolution of your complaint, then please reply to us explaining your concerns with our response and what you would like us to do to make things right.

TAKING YOUR COMPLAINT OUTSIDE P.A.W.S.

If your complaint is about our fundraising work or activities and you are unsatisfied with our response, you are entitled to take it to the Fundraising Regulator. The Fundraising Regulator ask that you do so within two months of receiving a response from P.A.W.S.

As a member of the Fundraising Regulator, P.A.W.S. is committed to abiding by any decision they reach on complaints that are escalated to them.

Their contact details are:

Fundraising Regulator
2nd Floor CAN Mezzanine Building
49-51 East Road
London
N1 6AH

Tel: 0300 999 3407
Email:             enquiries@fundraisingregulator.org.uk
Website:        fundraisingregulator.org.uk

If your complaint is about other areas of our work, contact the Charity Commission.

Their contact details are:

Charity Commission for England and Wales
102 Petty France
London
SW1H 9AJ

Tel: 0300 066 9197
Website: www.gov.uk/government/organisations/charity-commission

YOUR INFORMATION

The data you provide will be used by P.A.W.S. to effectively manage your complaint and provide you with an outcome. Further information about how we protect and use your personal data is set out in our Privacy Policy.

Paws logo linked to Paws privacy policy
PAWS PRIVACY POLICY 1
PAWS logo linked to PAWS safeguarding policy
PAWS SAFEGUARDING POLICY Sept 2023
PAWS logo linked to PAWS bribery policy
PAWS BRIBERY POLICY 1
PAWS logo linked to PAWS money laundering policy
PAWS MONEY LAUNDERING POLICY 1
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