Feedback is Important

At StreetVet, we are committed to providing the highest standards of care, support and service to our clients, volunteers, supporters, donors, partners and the wider community.

We welcome feedback and are committed to handling all concerns openly, fairly and transparently. We encourage anyone who engages with our services to share their feedback, whether positive or negative. Your feedback helps us learn, develop and ensure we continue to deliver our mission effectively.

Whilst StreetVet makes every effort to meet peoples’ expectations, circumstances may arise where an individual has a concern and wishes to bring this to our attention. We will take all reasonable steps to resolve the situation, in everyone’s best interests. We take all data protection concerns seriously and maintain a record of complaints received to support learning, continuous improvement and compliance with our data protection obligations.

For very serious concerns, such as individual’s safety being placed at immediate risk, take such action as is appropriate. For example, by calling the emergency services.

Your feedback matters

We are always pleased to hear about positive experiences with StreetVet and suggestions for improvement.

You can share feedback with us by emailing info@streetvet.org.uk or by completing the general enquiry form in the 'contact us' section on this website.

Making a Complaint

Complaints are especially important to us as they may help us to see where our processes might be improved. StreetVet prefers to resolve issues informally. Very often discussing the matter is sufficient to clear things up to the satisfaction of all. 

  • A complaint can be raised with any StreetVet volunteer at an outreach session

  • A support worker can help with raising a complaint to StreetVet

  • StreetVet will help complete the Data Protection Complaints form if needed

  • Information can be supplied in an alternative format, such as large print or read aloud where appropriate

We take all complaints seriously and aim to handle them fairly, respectfully and promptly.  It is helpful to use our complaints form to ensure all the information we require is captured.

General Complaints: If you would like to make a general complaint about StreetVet, a member of staff or a volunteer, please email info@streetvet.org.uk  with full details and your complaint will be routed to the correct team member to respond. We may also try to contact you by telephone to discuss your complaint, so please include the best telephone number to reach you on. If you would prefer to contact us by post, please send your complaint to: CEO, StreetVet, C/O Irwin Mitchell LLP, 28 Tudor Street, London, EC4Y 0AY.

Data Protection Complaints: If you have a complaint that specifically relates to data protection, you can email privacy@streetvet.org.uk or post your complaint to, Privacy Officer, StreetVet, C/O Irwin Mitchell LLP, 28 Tudor Street, London, EC4Y 0AY. Once your complaint has been received, it will be be routed to the correct team member to respond.

To help us investigate all complaints efficiently, please ensure you include your full name and contact details, including a telephone number if available, a clear description of your complaint, and any relevant supporting documents.

What Happens Next?

Once we receive your complaint, we will acknowledge receipt within 30 working days. We will then look into the concerns you've raised and, take appropriate steps to investigate and respond without undue delay. 

We take all feedback seriously and will handle your complaint in line with our Complaints Policies.

If a complaint is particularly complex and requires additional time to investigate, we will keep you informed, explain the reasons for the delay, and provide a revised timeframe for our response.

If you're unhappy with our response, please let us know. We'd welcome the opportunity to understand your concerns and discuss what steps we can take to resolve the issue. In these circumstances, a review will be carried out by someone not involved in the original decision. We will respond within 30 working days. 

When we may not respond to a complaint

To protect individuals privacy and comply with data protection laws, we can usually only discuss complaints directly with the person involved.

If you are contacting us on behalf of someone else, we will need their permission before we can discuss their personal information. Without their permission, there may be limits on the information we're able to share or the action we can take.

Independent Escalation Routes

We are committed to resolving complaints fairly and promptly. If you remain dissatisfied after receiving our final response, you may be able to escalate your complaint to an independent regulator, depending on the nature of your concern.

If your complaint relates to how StreetVet has collected, used, stored or managed your personal information, you have the right to raise your concerns with the Information Commissioner's Office (ICO), the UK's data protection regulator. The ICO generally expects individuals to contact the organisation first and give it an opportunity to respond before escalating the matter. Find more information here: Information Commissioner's Office (ICO)

If your complaint relates to StreetVet's fundraising activities and you are not satisfied with our final response, you can contact the Fundraising Regulator. The Fundraising Regulator considers complaints about charitable fundraising that have not been resolved through the charity's own complaints process. Find more information here: Fundraising Regulator

Your information
Any information you provide as part of your feedback or complaint will only be used to investigate, manage and respond to you. This may include personal information and, in some cases, sensitive information that you choose to share with us. We will handle your information securely and in accordance with applicable data protection laws. To find out more about how we collect, use and protect your personal information, please read our Privacy Policy.