Crustacean Compassion is committed to providing a high quality of supporter care, which meets our supporters’ needs. However, we understand that occasionally we might not get it right. If for any reason you are not satisfied with Crustacean Compassion’s actions, please let us know. We take complaints seriously and treat them as an opportunity to learn and improve.
Our promise to you if you make a complaint:
You will be listened to and treated with courtesy, respect and empathy
Your complaint will be investigated fairly
We will aim to resolve your complaint wherever possible
We will offer apologies where appropriate
We learn from complaints so that we can continually improve
What is a complaint?
A complaint is a written expression of dissatisfaction about an action, or a lack of action, taken by Crustacean Compassion – particularly where that action (or lack thereof) has had an impact on a member of the public. For instance, this might be in relation to our fundraising activities, communications, processes, or a staff member.
General disagreements with how we campaign for the humane treatment of decapod crustaceans, or indeed whether we should be doing this at all, will not typically be classed as a complaint.
Who can make a complaint?
This procedure is for members of the public who have interacted with Crustacean Compassion in some way or have received a communication from us.
This procedure does not cover complaints from staff, who should refer to Crustacean Compassion’s Staff Handbook for full details of appropriate internal policies and procedures.
How to make a complaint
Please write to firstname.lastname@example.org. Alternatively you can post your complaint to Crustacean Compassion, 86-90 Paul Street, London, EC2A 4NE.
What happens next
We will deal with your complaint as swiftly as possible. Complaints are acknowledged within five working days of receipt or less, and we aim to formally respond within ten working days. If your complaint is complex and cannot be dealt with within this timescale, we will write to you explaining why, providing a new timescale, and updating you on progress.
Your complaint will be investigated. We will collect the full facts and details of the complaint, and you may be asked to provide further information or clarification in that time.
You will then receive a response outlining the outcome of the investigation together with an apology, if appropriate, and details of any remedial action that is being taken. Our intention would be to achieve a resolution you are satisfied with at this stage.
If you are not happy with the response, please tell us and your complaint will be escalated to a Crustacean Compassion Director.
A record of your complaint will be made and reviewed by the Crustacean Compassion Board.
If your complaint is about fundraising and you are still not happy with the outcome, you can contact the Fundraising Regulator at email@example.com, or 2nd floor, CAN Mezzanine Building, 49-51 East Road, London N1 6AH.
Complaints we will not respond to
On these rare occasions we will not respond to complaints:
Where the complaint is not specific to Crustacean Compassion’s work
Where the complainant appears to be trolling Crustacean Compassion or a staff member
Where the complaint or complainant is abusive or offensive
Where the complaint is incoherent
Where the complaint is made anonymously