We value your comments

if you have something to share, we would like to hear from you. Whether you’re a supporter, campaigner, partner, volunteer, or someone discovering us for the first time, we listen to all feedback and complaints as they help us improve. We strive to deliver the highest standards in supporter care and in all other areas of our work. But if we fall short, we would like to hear from you so that we can make it right.

How to get in touch and make a complaint:

If you are unhappy with our fundraising or any aspect of our work, you can contact our supporter care team:

By phone on 0207 490 5288 3

By email at infouk@humaneworld.org

In writing to:

Supporter Care
Humane World for Animals UK
Unit 1.27, Edinburgh House
170 Kennington Lane
London
SE11 5DP

Providing us with as much information as possible will help us look into your concerns as quickly as possible.

When you get in touch, please let us know:

• The reason for your complaint
• Where and when you had your experience with us
• What outcome you are hoping for​
• Your contact details (name, address, telephone number or email) so we can get back to you.

What happens when you make a complaint?

We take all concerns seriously and we aim to respond to you as soon as possible. We will acknowledge your complaint within 2-5 working days with a goal of reaching a positive conclusion within 10 working days.

If the issue is complex and requires more time to investigate, we will let you know and provide an updated timeline. We keep track of all the complaints we receive to monitor feedback and help us learn for the future. Where appropriate, we will share any changes we make in response to your feedback. If you are not satisfied with our response, you can request an escalation. A senior staff member will review your case and respond within 10 working days.

Taking your complaint outside Humane World for Animals UK

If you still have concerns, you can take your complaint to an external regulator:

• Charity Commission - if you feel we have broken the law or there is a serious risk of harm to us or our beneficiaries
• Fundraising Regulator - if you are unhappy with our fundraising practices
• Information Commissioner's Office - if you are unhappy with how we use or look after your information
• Advertising Standards Authority - if you feel that our marketing is offensive, inaccurate or misleading

As well as listening to your feedback, it is important we hold ourselves accountable. If we believe we might have breached any of these regulators’ guidelines, we may self-report this to the relevant organisation. Where we do so, and if it is relevant to your complaint, we will keep you informed of the outcome.