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Fundraising Complaints Procedure

Fundraising Queries and Feedback

We welcome all comments and feedback about the way we work. If you have a complaint or problem about us, we will aim to resolve it as quickly and efficiently as possible in a personal, fair and confidential way.

If you have any questions about our fundraising activities; or if you would like to change how, or when you hear from us, please do not hesitate to contact us by;

Telephone: 0161 486 6688


Post: Pets Foundation c/o Pets at Home, Chester House, Stanley Green Trading Estate, Handforth SK9 3RN

The Pets Foundation is committed to excellent customer service. We regard complaints as an opportunity to turn a negative experience for a customer or service user into a positive one, as well as an opportunity to learn and improve.

If you have a complaint about our fundraising activities get in touch using the contact details above. Please remember to include your name and address, and also a contact telephone number so that we can call you if we need any more information to answer your question. If you complain by email or by post, we will resolve it or acknowledge receipt of it within 5 working days. If the complaint is more complex, we will contact you again with a resolution within 10 working days of receipt. All complaints will be dealt with irrespective of channel within 14 working days.

The Fundraising Regulator is the independent regulator of charitable fundraising, ensuring that charities raising money from the public do so honestly and protects the public, donors, not least those who may be vulnerable, from unacceptable fundraising practices  . If we are unable to resolve your complaint to your satisfaction and it is about our fundraising activities, you can ask the Fundraising Regulator to consider it. All the contact information you need to make a complaint can be found on the Fundraising Regulator website.

The Fundraising Regulator

2nd Floor
CAN Mezzanine Building
49 – 51 East Road
London N1 6AH

Telephone: 0300 999 3407



Please note that the Fundraising Regulator can only consider complaints received within three months of the original incident you wish to complain about, or within two months of our final response to you.