Complaints  

We appreciate your important role in ensuring our work continues and we always try to maintain good relationships with the communities we support.   Sometimes we don’t get everything right.  When that happens, we appreciate the feedback we are given, as this helps us to improve.  

 We are sorry that you are unhappy about an aspect of our work. Please provide the information to us as soon as you can.  This will enable us to deal with your concerns quickly and effectively.   

You can contact us by: 

Email – feedback@freshfields.org.uk 

Phone call – Liverpool 0151 931 1604.  Wales  01286-880808 

Write to us – Freshfields Animal Rescue
East Lodge Farm
East Lane
Ince Blundell
Liverpool
L29 3EA 

Please provide your full contact details and your preferred method for us to contact you.  

We cannot respond to anonymous complaints. However, we ensure that anonymous comments are referred to the relevant units.  

Please include as much information as possible about your experience so we can ensure we take the most appropriate action.   Where possible, please include the following : 

• When and where did the issue happen? Please include the date and approximate time. 

• What happened? If a member of staff was involved, please provide a name or as a minimum the unit they work in.  

• Any supporting evidence.  

• If you have contacted us regarding the same issue before, please let us know. 

What will happen next? 

We realise that making a complaint is not always easy so we would like to assure you that we will take your concerns seriously. 

We promise to deal with your complaint efficiently and, wherever possible, within the following timescales: 

• We aim to investigate all complaints as soon as possible.  We will keep you informed throughout.  Depending on the concerns raised this may take up to 2 weeks.  

• We will then contact you to let you know about our findings. If further action needs to be taken and there may be a delay, we will explain why we will need a little more time. 

If your complaint relates to our fundraising activities, and you are unhappy with our response, you can refer your complaint to the Fundraising Regulator. You can find out more about their complaints service here