Complaints Policy
Munster Lost and Found Pet Helpline is a small charity with a limited number of volunteers working around the clock to fulfil our mission to rescue, rehome and reunite lost and abandoned pets. We do not have paid staff and do not expend material resources on marketing activites as we ensure that as much of our resources as possible are deployed directly towards the animals in our care and in supporting our programs to benefit the public, including our spay and neuter program.
We always endeavour to make the best use of our limited resources to ensure that all our dealings with the general public, our supporters and all other stakeholders are of the highest possible standard, within the context of the limited resources available to the charity. We will ensure that:
- it is as easy as possible to make a complaint, where the need arises;
- any clear expression of dissatisfaction with our operations which calls for a response will be treated as a complaint;
- every complaint is treated seriously, whether made by telephone, letter, email or in person;
- any complaint is dealt with politely and as quickly as the resources of the charity allow;
- an appropriate response is made available to any complainant
- complaints are used as learning opportunities for the charity and are monitored at Board level
If you would like to make a complaint, please submit it in writing to info@munsterlostandfound.com. Your complaint will be reviewed by one of the charity trustees and we will endeavour to provide a response within thirty days. If you are not satisfied by the response, you may get in touch again by writing to the same email address to the Helpline’s Chairperson and Board Secretary who will ensure the complaint is reviewed at Board level. The Board will respond within two weeks of their consideration of the complaint.
We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again.
