Complaints procedure

Complaints procedure

At DRUE, we strive to provide the best care and service to our rescue dogs and the community. However, we understand that there may be instances where concerns or complaints arise. We take all feedback seriously and are committed to addressing and resolving any issues in a fair and transparent manner. This complaints procedure outlines the steps to follow when lodging a complaint with our organisation:

Initial Contact

To initiate the complaints process, please submit your complaint in writing via email, or postal mail to DRUE. Provide as much detail as possible, including the nature of the complaint, relevant dates, and any individuals involved.

Address your complaint to the Trustees.


Once we receive your complaint, we will send you an acknowledgment within 10 working days, confirming that your complaint has been received and is being investigated.

If the initial complaint was made verbally, we will ask you to provide the details in writing to ensure accuracy.


Our designated Trustee/s will conduct a thorough investigation into the complaint. This may involve gathering relevant information, speaking with individuals involved, and reviewing any applicable records.

We aim to complete the investigation within a reasonable timeframe, taking into account the complexity of the issue and the fact that we do not have any fulltime employed staff members. We will keep you informed of the progress and any delays that may occur.


Once the investigation is complete, if applicable we will provide you with a written response outlining our findings and proposed actions, if appropriate.

If we require additional time to complete the investigation, we will inform you and provide an estimated timeline for the response.


If you are dissatisfied with our response, you have the option to request an appeal. Please submit your appeal in writing, specifying the reasons for your dissatisfaction and any additional information you believe is relevant.

Where possible, your appeal will be reviewed by a Trustee who was not involved in the initial investigation. They will conduct a thorough review of the complaint and response to determine if any additional actions or changes are necessary.

The outcome of the appeal will be communicated to you in writing.