Complaints Policy: Cruelty Free International Trust & Cruelty Free International
Please let us know how we are doing. Cruelty Free makes every effort to provide a high standard of service and we value feedback that will help us to maintain and improve our approach.
* All complaints are taken seriously and will be used as a learning experience to improve services.
* Complaints will be dealt with by appropriate staff, usually our Supporter Care Officer and Head of Development, within five working days.
* Please be respectful of our staff and volunteers. We will not respond to feedback that is abusive or offensive.
This policy covers complaints from supporters and members of the public to both Cruelty Free International Trust (which is a charity) and Cruelty Free International (which is not).
This policy does not cover complaints from staff and volunteers, which is governed by our internal policies and procedures, nor does it cover products or services provided by third parties (e.g. cruelty free products).
How to make a complaint
Please contact us using the Contact Details below.
To help us deal effectively and quickly with your complaint, please provide us with clear details.
It is important that you please specify which aspect of our service you wish to make the complaint about. This helps us to distinguish whether your complaint is about Cruelty Free International (which carries out lobbying, investigations, media activity and promoting cruelty free products), or its sister charity (which carries out research, education and some law enforcement related work).
Your personal information, submitted in the course of making a complaint will be processed in accordance with our privacy notice.
If you wish to make a complaint please contact us as follows:
Telephone: +44 (0) 207 700 4888
Post: Cruelty Free International, 16a Crane Grove, London, N7 8NN, United Kingdom
If you are not satisfied with our response
If you are not satisfied with the way we have dealt with your complaint:
If your complaint relates to our fundraising practices, you can contact the Fundraising Regulator, which must usually be within 2 months of receiving our final response, or if you have not received a response from us within 4 weeks: https://www.fundraisingregulator.org.uk/complaints/make-complaint
If your complaint relates to the work of Cruelty Free International Trust, you can contact the Charity Commission.
Please note that the Charity Commission has no jurisdiction over Cruelty Free International, which is not a charity.
If your complaint relates to the way we have handled your data, you can contact the Information Commissioner’s Office (ICO).