Adopter Complaints

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Hope Rescue is committed to delivering high-quality services and maintaining the highest standards of integrity, transparency and accountability. This Complaints Policy has been created to ensure that complaints are handled fairly, consistently and promptly, and that feedback is used to improve services and outcomes for beneficiaries, supporters, staff and volunteers. This policy applies to all complaints made about Hope Rescue, including its services, activities, staff, volunteers, trustees and contractors. It covers complaints received from service users, members of the public, supporters, donors, partner organisations and other stakeholders. This policy does not cover safeguarding concerns, whistleblowing disclosures or staff grievances, which are addressed under separate policies. Hope Rescue welcomes feedback and complaints as an opportunity to learn and improve. All complaints will be taken seriously and handled: 1.1 Hope Rescue recognises that, from time to time, individuals or organisations may be dissatisfied with aspects of its work. This policy sets out the principles and framework for managing complaints to ensure they are resolved effectively and contribute to continuous improvement. 2.1 For the purposes of this policy and related policy documents, the following definitions apply: 4.1 The procedures for implementing this policy can be found in the Complaints Procedure, which is a standalone document setting out how complaints can be made, timescales for acknowledgement and response, investigation and escalation stages and recording, reporting and learning from complaints. Published: 6th August, 2026 Updated: 24th September, 2026 Author: Laura Corillon Sign up to take part in Cardiff's iconic Half Marathon as part of Enjoy fantastic live local bands, festive games, special guests and mince pies. Copper is a Cocker Spaniel looking for his forever home. Win a one week stay in a gorgeous dog-friendly caravan in West Wales. Discover the Hope Rescue dogs waiting for their forever homes. Find out more about adopting a dog with Hope. We have a number of dogs that would benefit from a foster home rather a kennel environment. If you live in the South Wales area and would like to find out more, please get in touch. To check if we have your dog at our centre, please contact us directly on , 8am to 8pm, or email . You can also check on our Facebook page. Since 2005 Hope Rescue has been saving the lives of stray, abandoned and unwanted dogs that, through no fault of their own, need a second chance. We're always looking for donated items like blankets, treats and toys. Tetris is a Dutch Herder Cross looking for his forever home. Explore the volunteering opportunities with Hope Rescue. Help make a difference for the dogs in our care. Our charity shops are in Merthyr Tydfil, Pontyclun and Pontypridd, for shopping and donations. Our official Hope Rescue partnerships programme has a range of packages that have been created with exclusive benefits to make supporting and Hope Rescue easy and mutually beneficial. Read more Published: 27th January, 2024 Updated: 2nd October, 2026 Author: Stuart McCarthy-Thompson Explore the volunteering opportunities with Hope Rescue. Help make a difference for the dogs in our care. Read more Published: 1st March, 2024 Updated: 6th July, 2026 We take dogs irrespective of their breed, age or condition and with your help, we can continue to help more dogs in need. Read more Published: 28th January, 2025 Updated: 28th October, 2025 Author: Mike Walmsley Are you up for the challenge? Read more Start: 30th September, 2027 at 12:00am End: 10th October, 2027 at 12:00am Published: 5th May, 2026 Updated: 11th August, 2026 Author: Katie Hedges Location: Mount Kilimanjaro © 2019-2024 Hope Rescue | All rights reserved

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