Complaints Policy

Serbian Cats and Dogs Foundation is committed to providing excellent service to all our supporters, donors, and the public. We take all complaints seriously and view them as an opportunity to learn and improve.

We are registered with the Fundraising Regulator and are committed to the Code of Fundraising Practice. We aim to resolve all complaints fairly, promptly, and confidentially.

If you wish to make a complaint, please contact our Complaints Officer:

Marina Soro Moores
Email: info@serbiandogs.org

When making a complaint, please provide:

• Your name and contact details
• A clear description of the issue
• Any relevant dates, reference numbers, or documentation
• What outcome you are seeking

Once we receive your complaint:

• We will acknowledge receipt within 5 working days
• Your complaint will be investigated thoroughly and impartially
• We aim to provide a full response within 20 working days
• If we need more time, we will let you know and explain why
• You will receive a written response outlining our findings and any actions we will take

If you are not satisfied with our response, or if we have not resolved your complaint within a reasonable time, you can escalate your complaint to the Fundraising Regulator.

Fundraising Regulator

2nd Floor, CAN Mezzanine Building
49-51 East Road
London N1 6AH

Telephone: 0300 999 3407
Website: www.fundraisingregulator.org.uk

The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales, and Northern Ireland. They can investigate complaints about fundraising practices.

We are committed to handling complaints promptly. Our target timelines are:

• Acknowledgement: Within 5 working days of receiving your complaint
• Investigation: Begins immediately upon receipt
• Full response: Within 20 working days (or we will explain any delay)
• Escalation to Fundraising Regulator: You may escalate if not satisfied with our response or if more than 20 working days have passed without resolution

If your complaint relates to a serious safeguarding concern or illegal activity, we may need to involve external authorities and timelines may vary.