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ACCOUNTABILITY

Complaints, Concerns and Accountability

Clear routes for service complaints, animal-welfare concerns, safeguarding, fundraising, data-protection and whistleblowing — and what each route is not suitable for.

Choose your route Welfare practice

Registered Charity #1188407

Choose the Right Route

Different concerns need different routes. Using the right one helps us respond properly and keeps sensitive disclosures out of general channels.

General service complaintsConcerns about the service you received from LUOSKO, our communication, processes or volunteer conduct.Use the guided contact formMark your message as a complaint so it is routed to review.

Animal-welfare concernsA concern about the welfare of a dog in LUOSKO's care, or about LUOSKO's published welfare practice.Raise a welfare concernOr use the contact form marked as a welfare concern.

Safeguarding concernsA concern about the safety or wellbeing of a child or an adult at risk in connection with LUOSKO's work.Use the dedicated safeguarding routeGoes only to the authorised safeguarding recipient — not a general form. The safeguarding information page explains our approach.

Fundraising complaintsA complaint about LUOSKO fundraising, donations, sponsorship, raffles or lottery communications.Use the guided contact formMark your message as a fundraising complaint. The Fundraising Regulator also accepts complaints about registered charities.

Data-protection complaintsA complaint about how LUOSKO handles personal data (privacy, access, deletion).Read the privacy policyYou can also complain to the Information Commissioner's Office (ICO).

Whistleblowing (workers and volunteers)Serious wrongdoing by LUOSKO as a charity, reported by a worker or volunteer.GOV.UK whistleblowing routeExternal, confidential route. You do not have to raise it internally first.

In an Emergency

Call 999 — When a person is in immediate danger, a serious crime is in progress, or a dangerously out-of-control dog presents an immediate emergency. 999 is not an animal medical helpline.
Emergency vet — For an owned dog that needs urgent medical help, contact your nearest emergency veterinary practice.
RSPCA cruelty line — 0300 1234 999 — for suspected cruelty, neglect, or an injured or distressed animal.
Local council / Dog Warden — For a stray dog, report it to your local council or Dog Warden. If a stray dog urgently needs veterinary help, contact the council, the RSPCA or a local vet.

A complaints form is not an emergency route. In an emergency, contact the emergency services first.

What This Route Is Not Suitable For

An owned dog needing urgent medical help — contact an emergency veterinary practice.
A stray dog — report it to your local council or Dog Warden.
Suspected cruelty, neglect, or an injured or distressed animal — use the RSPCA cruelty line (0300 1234 999).
A lost dog or stray — use our SOS emergency route or contact your council's Dog Warden.
Adoption, fostering or rehoming enquiries — use the relevant route on our site, not the complaints route.
General questions about a dog's profile — message us through the contact form.

Submit a Complaint

For general service, fundraising or data-protection complaints. For welfare concerns, safeguarding or whistleblowing, use the dedicated routes above.

You can also write to us. For safeguarding, whistleblowing or animal-welfare concerns, please use the dedicated routes above rather than this form.