Fable’s Hamster Rescue is committed to providing a responsible, respectful and transparent service. We welcome feedback and take complaints seriously. Complaints help us identify where something may have gone wrong and how we can improve.
 

We aim to handle all concerns fairly, sensitively and without unnecessary delay.

Who can make a complaint?

Anyone who has had contact with Fable’s Hamster Rescue may raise a complaint, including:

• Adopters and applicants

• People surrendering or enquiring about surrendering a hamster

• Volunteers and foster carers

• Donors and supporters

• Members of the public

• Organisations or professionals working with us

A complaint may also be submitted on someone else’s behalf where they have given permission or are unable to raise it themselves.

What can you complain about?

You may complain about:

• The conduct or behaviour of a volunteer or member of the leadership team

• The way an adoption, surrender or application has been handled

• The standard of communication or support you received

• Animal welfare or care concerns

• Fundraising, donations or financial matters

• A decision made by the rescue

• A failure to follow one of our policies or procedures

• Any other aspect of our work or services

Disagreement with a decision does not necessarily mean that the rescue has acted incorrectly. However, we will consider whether the decision was fair, reasonable and consistent with our policies.

Raising a concern informally

Where appropriate, we encourage concerns to be raised informally first. Many issues can be resolved quickly through a conversation or by providing further information.
 

Please contact the person you have been communicating with or email the rescue at:  fableshamsterrescue@gmail.com

We will listen to your concerns and try to reach a fair resolution. You are not required to use the informal stage before making a formal complaint, particularly where the complaint is serious or relates to the person you would normally contact.

Making a formal complaint

Formal complaints should be made in writing by emailing fableshamsterrescue@gmail.com

Please include:

• Your name and contact details

• A clear description of what happened

• Relevant dates, locations and people involved

• Any supporting information or evidence

• Whether you have already tried to resolve the matter

• What outcome you are seeking

If you need assistance putting your complaint in writing, please contact us, and we will make reasonable efforts to help. Anonymous complaints may be considered where sufficient information is available, although anonymity may limit our ability to investigate or respond.

What happens after a complaint is received?

We will:

1. Acknowledge your formal complaint within five working days.

2. Appoint an appropriate person to review the complaint.

3. Consider relevant messages, records, policies and other available evidence.

4. Speak to the people involved where necessary.

5. Provide a written response, normally within 20 working days.

Our response will explain:

• What we considered

• Whether the complaint was upheld, partially upheld or not upheld

• The reasons for our findings

• Any action already taken or planned

• How to request a review if you remain dissatisfied

If the complaint is complex or we need additional time, we will let you know and provide an updated expected response date.

Complaints involving members of the rescue

A complaint will not be investigated solely by the person it concerns. Where a complaint concerns a volunteer, foster carer or member of the leadership team, it will be reviewed by another appropriate decision-maker wherever possible.
 

If the complaint concerns more than one member of the leadership team, we will take reasonable steps to identify someone sufficiently independent to review the matter. External advice may be sought where appropriate.

Requesting a review

If you are dissatisfied with the outcome, you may request a review by replying within 10 working days of receiving our response.
 

Your request should explain:

• Why you believe the outcome was incorrect or unfair

• Whether relevant information was overlooked

• Whether you have new information to provide

• What you would like the rescue to reconsider

Where possible, the review will be completed by someone who was not responsible for the original response.

We will acknowledge the request within five working days and normally provide the final outcome within 20 working days. The review response will conclude Fable’s internal complaints process.

Confidentiality and data protection

Complaints will be handled as confidentially as reasonably possible. Information will only be shared with those who need it to investigate, respond to or act upon the complaint. However, it may not always be possible to investigate a complaint without identifying the complainant or sharing relevant details with the person concerned.

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Complaint records will be stored securely and retained in accordance with our data-protection and record-keeping practices.

Animal welfare and safeguarding concerns

Concerns involving the immediate safety or welfare of a person or animal may be handled urgently and outside the usual timescales. Where appropriate, information may be shared with veterinary professionals, the police, local authorities, animal-welfare organisations or other relevant bodies.
 

Nothing in this policy prevents someone from reporting a suspected crime, safeguarding concern or serious animal-welfare concern directly to the appropriate authority.

Fair treatment

No one will be treated unfairly for raising a genuine concern or complaint in good faith. We also expect everyone involved in the complaints process to communicate respectfully. Discriminatory, threatening, abusive or harassing behaviour will not be accepted.

Repeated, unreasonable or abusive contact

We may limit or end correspondence where contact becomes persistently abusive, threatening, excessively repetitive or otherwise unreasonable.
 

Before doing so, we will consider:

• Whether the complaint has been properly investigated

• Whether we have responded clearly

• Whether any new or relevant information has been provided

• Whether reasonable adjustments may be needed

Any decision to restrict contact will be explained in writing wherever appropriate. This will not prevent genuinely new concerns from being considered.

Learning from complaints

Complaint records may be reviewed to identify recurring concerns, training needs, policy changes or opportunities to improve our services.
 

Where a complaint is upheld, appropriate action may include:

• An apology or further explanation

• Correcting inaccurate information

• Reviewing a decision

• Updating a policy or procedure

• Providing additional guidance or training

• Taking appropriate action regarding conduct

• Making changes to prevent the issue from happening again

Confidential details about individual volunteers or any internal action taken may not be disclosed.

Policy review

This policy will be reviewed periodically and updated when our structure, responsibilities or legal obligations change.
 

• Policy owner: Fable’s Hamster Rescue leadership team

• Approved by: Kitty, Shelaine and Charlotte

• Effective from: 14/07/2026

• Next review date: 14/07/2027

• Contact: fableshamsterrescue@gmail.com