Complaints Policy

Four Steps To Freedom is the known name of Friends of Mbwa Wa Africa Animal Rescue, a charity registered in Scotland [Scottish Charity Number SC045521]

Four Steps to Freedom is committed to delivering the highest standard of service at all times, and to everyone who engages with our work.

We accept that we may not always get things right, and if you’ve been disappointed by your experience of Four Steps To Freedom, please get in touch. We really value your feedback and welcome the opportunity to respond.

Our policy

Above all, we aim to resolve all complaints/concerns satisfactorily.

  • We will provide a fair complaints procedure that is easy to access, clear, and simple to use.

  • We will make sure that complaints are investigated thoroughly and we will respond promptly.

  • We are committed to learning from complaints and will take action to improve.

Our commitment to you

  • We will treat your complaint seriously.

  • We will be open and honest in our dealings with you.

  • We will treat you with respect and courtesy at all times.

  • We will do our best to resolve your complaint at the earliest possible stage.

How do I complain?

You can contact us by writing to Four Steps to Freedom founder, Phyllis Hutchison 44 Rouken Glen Road. Giffnock, Glasgow, G46 7JL. Alternatively, you can send an email to phyllis@fourstepstofreedom.org.uk

What happens next?

We will acknowledge your complaint and provide an initial response within 10 working days of receiving it. While we expect to be able to resolve most complaints within this timeframe, if we need to conduct a more detailed investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

If in the unlikely event you are dissatisfied with the outcome of your complaint then you have the right to contact OSCR, the Scottish Charity Regulator with whom we are registered.

OSCR can be contacted by phoning 01382 220446 or writing to OSCR Quadrant House. 9 Riverside Drive. Dundee DD1 4NY.