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Customer Complaints Policy

Wood Green, The Animals Charity is committed to providing the highest standards of customer care.  However, we appreciate that there may be occasions where we don’t get it right and we encourage anyone to get in touch to let us know so we can improve our service. 

How to give feedback or make a complaint

You can contact us in several different ways:

  • By phone: You can call us on 0300 303 9333.  Our Supporter Relations team will be ready and willing to help.  Our phone lines are open Monday to Friday from 9.00am to 4.30pm.
  • By email:  Supporter.Relations@woodgreen.org.uk
  • By post: Wood Green The Animals Charity, King’s Bush Farm, London Road, Godmanchester, Cambs PE29 2NH 

 Note: 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.  Please let us know if you are unhappy for us to do this and we will only use your details to reply to you.

 What will Wood Green do with my feedback?

We always treat feedback, particularly a complaint, very seriously.  Our Supporter Relations team will treat you with courtesy, fairness and discretion.

 We aim to respond within 5 working days to any complaint.  If we need to investigate further, we will let you know we’ve received your feedback and will tell you how long it will take to investigate.  Where possible, the complaint will be investigated by someone who is independent of the events complained about. 

 What if I’m not satisfied?

Your feedback will be referred to a senior member of staff who will work to resolve the issue.

 If your complaint is about fundraising and you feel we haven’t resolved your complaint, then you can contact the Fundraising Regulator for an independent investigation. 

 Contact details for the Fundraising Regulator are: 

You can also change the way you hear from us at any time by contacting our Supporter Relations team or by visiting https://woodgreen.yourpreferencecentre.com

If your complaint is about our lottery or raffle, you can contact the Independent Betting Adjudication Service (www.ibas-uk.com) who will adjudicate on any dispute that has not been resolved to your satisfaction. IBAS can be contacted by phone on 020 7347 5883, by email at adjudication@ibas-uk.co.uk or by post at Independent Betting Adjudication Service, PO Box 62639, London EC3P 3AS.