Rehoming complaints

Our aim is to provide excellent customer care throughout our rehoming services. We welcome all feedback, including if you feel we’ve fallen below our usual high standards. We take complaints very seriously and use them as an opportunity to improve.

How to submit a complaint

If you can, please submit your complaint in writing (either via email or post). This gives you the opportunity to cover all of the points you wish to bring to our attention, and ensures that we can respond to all your concerns at once.  

The quickest way to submit your complaint is by emailing lauren@maxandgeorgetrust.org. uk

We can also accept complaints in writing by sending your letter to:

The Max & George Trust
Crawley Lodge, Crawley Lane 
Kings Bromley 
Staffordshire. DE13 7JF

How we’ll deal with your complaint

There are three stages in the rehoming complaints procedure which allow us to listen to what you have to say and investigate and resolve your concerns objectively and honestly. All rehoming complaints will be handled in this way.

Stage 1

New complaints will be formally recorded and acknowledged within fourteen working days.

Stage 2

If you are dissatisfied with the reply you receive at stage 1 and you let us know within 14 days of our reply, your complaint will be passed to the relevant departmental manager. They will review the response and how your complaint was handled.

We will aim to respond to you within 14 days.