About us Contact us Contact Us We exist to help dogs who need care and attention, by rescuing them, taking them in, treating them and caring for them, ensuring the best possible quality of life at our Centre’s until we find them a loving home. Jerry Green Dog Rescue only exists due to public donations. So our supporters deserve the highest standards in everything we do. That’s why we take complaints extremely seriously and view them as an opportunity to improve. We’re always very grateful to hear from our people who take the time to tell us when and where we are falling short of our standards. We’re a member of the Fundraising Regulator, and follow its strict Codes of Fundraising Practice. How to contact us: By phone: You can call us on 01652 657820 Our phone lines are open Monday – Friday 9.00am – 5.00pm and our Supporter Care Team will be ready to help. If our lines are busy you can leave us a message and a contact number and someone will return your call the next working day. By email: You can email us at [email protected] By post: You can write to us at: Supporter Care, Central Office, Jerry Green Dog Rescue, Broughton, North Lincolnshire, DN20 0BJ. Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily. Your complaint will be investigated by the Centre involved in the first instance. Response times: We will let you know we’ve received your complaint within one working day of your complaint. We will do our best to respond fully and conclusively to your complaint within one week. If we think it will take longer we will let you know. Exceptions: The only occasions when we will not respond are as follows: When a complaint is illegible Generally when a complaint concerns an incident that happened more than three months ago as it is very difficult to investigate these thoroughly When a complainant is being abusive or offensive or harassing one of our employees or volunteers When a complaint is made anonymously. At our discretion, we may decide to investigate the complaint and use the information to improve if we can, but we obviously cannot respond directly When a complainant unreasonably pursues a matter that we have already fully responded to. However, if a complainant is unhappy with the response given, we will ensure our escalation procedure is followed. Escalation Procedures If after contacting our Supporter Care Team or Centre you are still not satisfied, then your complaint will be escalated to the appropriate Senior Manager. If the issue is still not resolved, the Chief Executive Officer will review the complaint. For any complaints still not resolved, the Chairman will provide the final escalation point and their decision is final.