Complaints procedure

Gloucestershire Animal Welfare Association and Cheltenham Animal Shelter (GAWA & CAS) aim to provide a high-quality service that meets your expectations. We believe we achieve this most of the time but if we are not getting it right please let us know.

For us to ensure our service remains at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with the organisation.

If you are unhappy about any of the services provided by GAWA & CAS, in the first instance, please speak to a staff member, the Operations Manager (01242 214810) or General Manager (01242 548776).

If you are unhappy with an individual in GAWA & CAS sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then ask to speak to the staff member’s Team Leader, the Operations Manager or General Manager.

Often, we will be able to give you a response straight away.  If the matter is more complicated, and will take longer to investigate, we will give you an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the General Manager, Cheltenham Animal Shelter, Gardners Lane, Cheltenham, GL51 9JW or email gm@gawa.org.uk. If your complaint is about the General Manager, please write to the Chair of Trustees c/o Cheltenham Animal Shelter or email trustees@gawa.org.uk.

All written complaints will be logged, and you will receive a written acknowledgement within three working days of receipt.

Our aim is to investigate your complaint properly and reply within ten working days, setting out how the complaint will be dealt with. If this is not possible, an interim response will be made informing you of action taken and/or action being considered.

If after we have responded you are not satisfied, please write to the Chair of Trustees (c/o Cheltenham Animal Shelter) who will report the matter at the next meeting of the Trustees, which will decide upon any further steps required to resolve the situation.

We would also be pleased to hear from you if you are happy with the service provided by GAWA & CAS or if you feel a member of staff has gone above and beyond.