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Complaints Procedure

JCDR welcomes feedback as it helps us to develop as a charity, giving us the chance to monitor and improve our services. We set ourselves a high standard of customer care and if this is not met, we want to hear about it.

We are sorry if you feel that you need to make a complaint, the following information will help you understand our complaints procedure.

What is the complaints procedure for and what does it cover?

The procedure is for complaints about our services from the public and JCDR volunteers.
GDPR legislation requires us to only process complaints that come from people who have had direct contact with JCDR.


It prevents us from corresponding with third parties about complaints. This means that we cannot help you if you would like to complain on behalf of a family member, friend, or someone else, unless you have Power of Attorney. The complaints procedure is not set up to handle animal welfare concerns about a particular animal or other general animal welfare matters.

How do I make a service complaint?

Complaints can be made in the following ways:


By email: You can send an email to

In writing: You can send a letter to JCDR, 61 Bridge Street, Kington, HR5 3DJ


Please note that we are unable to accept complaints over the phone. If you have difficulty writing to us you may want to ask for assistance from friends, family, care workers, etc. or an organisation such as Citizens Advice.

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