Contact

London Persian Rescue Rescues, rehabilitates, educates and rehomes. If you think you would be able to offer one of our cats a loving forever home please contact us by email in the first instance or ring us  for a chat.

barbara@london-persian-rescue.co.uk

We are based in Southwark close to London Bridge Station.

Our post code for Sat Nav is SE1 2XE

Tel: 020 7403 7907

Mob: 07712 194856

Registered charity 1143374

Why cats come into Rescue – Adopting one of our Cats

Some people are unable or unwilling to carry out essential care and therefore seek a new home for their pet. Others simply cannot afford their cat or are elderly and ill, sometimes a relationship ends – life affects people and this affects cats.

London Persian Rescue keeps cats in a home environment so we know how they behave around people and other cats.

We re-home cats throughout the UK and provide ongoing advice and support to our adoptees – most problems are solvable – but on the rare occasion things don’t work out we always take a cat back. We do not have transport and therefore potential adoptees will have to travel to us in London or another meeting point by prior arrangement.

 London Persian Rescue Picks up the Pieces – Rehoming Your Cat through Us

If you need help or support or if you or someone you know is struggling – please contact us – we may be able to help. Cats come into rescue for all sorts of reasons – and we ensure that we have an insight into their character, preferences and behaviour before we re-home them. Please be truthful if your cat has a behavioural problem or does not like children or other pets. The more you tell us the better able we are to find your cat a new place to live.

Before you offer a Persian a Home have you considered their care?

Whilst loving and beautiful, Persians are high maintenance and do not suit people without the time and patience to look after their long coats (which if neglected just turn into a matted filthy mess)They also need their faces washed every day because their ‘squashed’ face means debris can collect in the cheeks and eyes causing infection.

 What Else and What next….

  • We ask for a donation of £150 per cat payable on collection
  • We do not ever give details of previous owners or update past owners on their pets new home
  • Call us to discuss available cats and your requirements
  • We update our website regularly with cats needing homes
  • We have a waiting list for potential adopters when no cats are immediately available

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Complaints Policy of the London Persian Rescue

You can download a PDF copy here of the Complaints Policy (Right click Save As)

London Persian Rescue views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure everyone at London Persian Rescue knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of London Persian Rescue.

Where Complaints Come From

Complaints may come from any person or organisation who has a legitimate interest in London Persian Rescue.

A complaint can be received verbally, by phone, by email or in writing.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the Trustees.

Review

This policy is reviewed regularly and updated as required.

Adopted on: 16 June 2015

Last reviewed: n/a

Complaints Procedure of the London Persian Rescue

Publicised Contact Details for Complaints:

Written complaints may be sent to London Persian Rescue, c/o Roger Clegg, 6th Floor, 62-64 Cornhill, London, EC3V 3NH or by e-mail at roger.clegg@ambrian.com.

Verbal complaints may be made by phone to +44 (0)20 7634 4785 or in person to any of London Persian Rescue’s Trustees at 6th Floor, 62-64 Cornhill, London, EC3V 3NH.

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or reasonable means the complainant may have.

Complaints received by telephone or in person need to be recorded in writing.

The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint
  • Take the complainant’s name, address and telephone number
  • Note down the relationship of the complainant to London Persian Rescue (for example: donor, previous owner, new adopter)
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about.  If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be passed to a nominated Trustee within one week.

On receiving the complaint, the nominated Trustee records it in the complaints log.  If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within a week.  The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply.  A copy of this complaints procedure should be attached.

Ideally complainants should receive a definitive reply within four weeks.  If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level.  At this stage, the complaint will be passed to the Board of Trustees.

The request for Board level review should be acknowledged within a week of receiving it.  The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

The Board of Trustees may investigate the facts of the case themselves or delegate a suitably senior person to do so.  This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.

If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.

The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

Ideally complainants should receive a definitive reply within four weeks.  If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution

External Stage

The complainant can complain to the Charity Commission at any stage.

Information about the kind of complaints the Commission can involve itself in can be found on their website at: www.charitycommission.gov.uk/publications/cc47.aspx]

  1. The commission is the independent regulator of charities. Its job as regulator is to ensure that charities are accountable, well run and meet their legal obligations. Its work means that the public can be confident about giving their support to charities and beneficiaries can have confidence about the services they receive.

The commission’s regulatory work with charities is done by providing guidance and other best practice information, using its legal powers to make schemes and orders for charity administration in particular cases and intervening in matters where there is serious risk of significant harm to, or abuse of, charities, their beneficiaries or assets.

Not all complaints will fall into this serious risk category and consequently the commission will not always become involved in every problem or dispute that arises or is brought to its attention.

The commission do not act as a complaints service looking at all complaints on behalf of complainants. It assesses and identifies if there is a regulatory issue or concern that requires its involvement. The commission may refuse to take up an issue if it judges it not to be in the public interest to use its resources investigating or resolving it.

Variation of the Complaints Procedure

The Trustees may vary the procedure for good reason.  This may be necessary to avoid a conflict of interest, for example, a complaint about the an individual Trustee in the role that they are fulfilling for the Charity, in this case the Charity should not also have that Trustee as the person leading a Stage Two review.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Appendix 1 – Practical Guidance for Handling Verbal Complaints

  • Remain calm and respectful throughout the conversation
  • Listen – allow the person to talk about the complaint in their own words. Sometimes a person just wants to “let off steam”
  • Don’t debate the facts in the first instance, especially if the person is angry
  • Show an interest in what is being said
  • Obtain details about the complaint before any personal details
  • Ask for clarification wherever necessary
  • Show that you have understood the complaint by reflecting back what you have noted down
  • Acknowledge the person’s feelings (even if you feel that they are being unreasonable) – you can do this without making a comment on the complaint itself or making any admission of fault on behalf of the organisation
  • g “I understand that this situation is frustrating for you”
  • If you feel that an apology is deserved for something that was the responsibility of your organisation, then apologise
  • Ask the person what they would like done to resolve the issue
  • Be clear about what you can do, how long it will take and what it will involve.
  • Don’t promise things you can’t deliver
  • Give clear and valid reasons why requests cannot be met
  • Make sure that the person understands what they have been told
  • Wherever appropriate, inform the person about the available avenues of review or appeal