Your Feedback Matters to Us

At MGAR, your view is important to us

We encourage you to contact us with your feedback, whether it is positive or not. We want to provide the best possible service to you and our animals, but we recognise that we don’t always get things right.

If you would like to contact us about a complaint, then there are several ways you can do this. We keep a record of all complaints we receive to help us learn for the future.

You can call us, write to us or email us about your complaint, and our team who will be pleased to help. Please contact us within 30 days of the incident.

In order for us to resolve your complaint as quickly as possible, please include the following information in your letter or email:

  • Your contact details: Full name and then the details of your preferred method of contact e.g. address, email or phone number.

  • As much information about the complaint as you feel able to give (the reason for your complaint, where and when the instance occurred, the name(s) of anyone involved).

  • Are there any particular actions you wish us to take to resolve your complaint? If so, please include them.

You can call our team on 0330 400 6670 or email us at admin@mgar.org.uk

If you would prefer to write, please send your letter to: Administration Manager, Margaret Green Animal Rescue, Church Knowle, Wareham, Dorset, BN20 5NQ.

Our aim is to acknowledge receipt of your complaint within three working days, and to respond to complaints in full within ten working days. However, where the matter requires more detailed investigation, we will send you an interim response letting you know our action taken thus far, and/or action being considered. Your complaint will be managed in accordance with our complaints procedure.

If, for any reason, you are not satisfied with the resolution of your complaint, then please reply to us explaining your concerns with our response and what you would like us to do to make things right.

If you are unhappy with the result of your appeal, you can contact The Charity Commission at: www.gov.uk/government/organisations/charity-commission or by calling them on 0300 066 9197.

We will use the data you provide us with to effectively manage your complaint and provide you with an outcome. Further information about how we protect and use your personal data is set out in our privacy policy.