1. Purpose

Thistle Paws Rescue (TPR) is committed to providing a professional, fair, and compassionate service. We recognise that, at times, our service may not meet expectations. This policy explains how complaints can be made and how they will be handled in a transparent, consistent, and respectful manner.

We value all feedback positive or negative as it helps us learn, improve, and maintain trust with adopters, foster carers, volunteers, and supporters.

Our approach follows the Principles of Good Complaint Handling:

• Getting it right
• Being customer‑focused
• Being open and accountable
• Acting fairly and proportionately
• Putting things right
• Seeking continuous improvement

2. Scope

This policy applies to complaints about:

• The standard or quality of services provided by TPR
• Divergence from agreed procedures or policies
• The behaviour of TPR volunteers, trustees, or representatives

This policy does not cover:

• Matters already investigated under this policy
• Issues subject to legal or police proceedings
• Complaints about third parties (e.g., vets, transport providers)
• Anonymous complaints (as they cannot be investigated fairly)

3. Making a Complaint

Complaints should be submitted in writing (email or letter) within 12 months of the incident.

Please include:

• Your name and contact details
• A clear description of the issue
• Relevant dates and supporting information
• The outcome you are seeking

Complaints should be sent to: info@thistlepawsrescue.org

If someone requires support to submit a written complaint (e.g., accessibility needs), TPR will make reasonable adjustments.

4. How We Handle Complaints

4.1 Acknowledgement

We will acknowledge your complaint within 5 working days.

4.2 Investigation

Your complaint will be investigated by a trustee or senior volunteer who is not directly involved in the matter. The investigation may include:

• Reviewing records and communications
• Speaking with relevant volunteers or team members
• Requesting clarification or additional information from you

4.3 Response

A written response will be provided within 20 working days. If more time is required due to complexity or availability of key individuals, we will explain the reason and provide a revised timescale.

5. Appeals

If you are dissatisfied with the outcome, you may request an appeal. A different senior member of TPR will review the complaint, the investigation, and the decision. This review will be the final stage of the process.

6. Confidentiality

All complaints are handled confidentially. Information is shared only with those directly involved in investigating or resolving the issue. Records are stored securely in line with data protection requirements.

7. Monitoring and Reporting

TPR logs all complaints and reviews them regularly to identify patterns, training needs, or areas for improvement. A summary of complaints and outcomes is reviewed by the leadership team to support continuous development of our services.

8. Policy Review

This policy will be reviewed annually or sooner if required by changes in legislation, best practice, or organisational needs.