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Complaints Policy

Animal Protection Agency and Animal Protection Agency Foundation

How are we doing?

We are committed to a high standard of service and supporter care – as our work would simply not be possible without you. But if we don’t get it right, we want to hear from you. We value your feedback and treat it as an opportunity to monitor and improve our services where needed. Please be assured that complaints are taken seriously, and we will respect the opinions and beliefs of our supporters.

Who can make a complaint?

This policy is for our supporters, Animal Protection Agency staff and volunteers, and other members of the public who have interacted with us or have received a communication from us. The policy covers complaints to the Animal Protection Agency Foundation (which is a charity) and the Animal Protection Agency (which is not).

In order for us to respond to your complaint effectively, it is important that you give us as much information as possible. You will need to specify which area of our work the complaint relates to so that we can establish whether it is about the Animal Protection Agency, (which is primarily involved in lobbying and media activity) or the Animal Protection Agency Foundation (which carries out research and awareness-raising programmes).

Your personal information will be processed in accordance with our privacy policy.

How to make a complaint

You can make a complaint by telephone, email or post:

Telephone: 01273 674253

Email: info@apa.org.uk

Post: Animal Protection Agency, Werks Central, 15-17 Middle St, Brighton BN1 1AL

We will endeavour to resolve complaints via telephone straight away. But if we are unable to address the issue there and then, we will ask you to put your complaint in writing so that we can investigate it further.

What happens next?

We will acknowledge your written complaint within five working days of receipt and will aim to formally respond within ten working days. If we need more time than this to investigate and resolve your complaint, we will give you a detailed response within 25 working days.

We will assess the details of your complaint thoroughly and may ask you to provide further information if needed. We will then contact you with the outcome of our findings and issue an apology when appropriate.

If you are not entirely satisfied with our response, then you can contact one of the following organisations:

If the complaint relates to fundraising, you can contact the Fundraising Regulator.

If the complaint relates to the work of the Animal Protection Agency Foundation, you can contact the Charity Commission.

Please note that the Charity Commission has no jurisdiction over the work of the Animal Protection Agency, 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.

Please note that we will not respond to complaints that are: