Complaints

We are committed to the highest standards of customer care, however, we appreciate that there will be occasions when we don’t get it right. So please let us know if you think we have failed in any way.

If you have a complaint, please write to The General Manager, Merseyside Dogs Home, Greensbridge Lane, Halewood, Liverpool, L35 1QH
Or email info@merseysidedogshome.org

Your complaint will be fully investigated and a response will be sent as quickly as possible, usually within 21 days. The reply will usually be a full explanation but in some cases we may inform you that more time is needed to investigate the issue. We would aim to give a full response to all complaints within a maximum of 30 days.

Dog adoptions
We don't sell dogs. People adopt our dogs into forever homes. However, each year around 4% of our dogs are returned to us, for many reasons, mostly at no fault of the dogs. When adopting a dog people make a charitable donation to our cause. This helps to fund new dogs arriving at the centre until they find forever homes.

The donation is not to finance the dog they are adopting, as this has been financed from previous donations and the funds already spent. The donation is a charitable donation and can only be returned by agreement with the charities Trustees, who meet once a quarter. If you feel you have been mislead into making a donation, or perhaps it was taken from your account because of fraud, please email your reasons to info@merseysidedogshome.org requesting the return of your charitable donation and the Trustees will consider it at the next meeting.

In the event that a credit card donation is made to us as a result of fraud or misuse, or in the event of accidental duplicate transactions, we will investigate and arrange a refund as necessary.

Return Policy
All of our dogs are returnable to us at any time. We prefer that dogs are brought back to us and not advertised on internet sites - Once a Merseydog always a Merseydog.

Our work is only possible thanks to the great kindness of those who give us donations or remember us in their wills. We are truly grateful to our supporters for their great generosity.

Through your bank by Standing Order
By visiting the centre
By paying into our Bank Account sort code 20 50 82 account number 23 79 74 14
By phoning us on 0151 487 3592
Or www.justgiving.com/merseyside-dogshome