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NSPCA, Mount Venus Road, Rathfarnham, Dublin 16, D16 F9C4
Phone: 01 499 4700 | Email: info@nspca.ie

Registered in Dublin, Ireland

RCN: 20001735 | CHY: 1047 | CRO: 3437

Dublin Society for Prevention of Cruelty to Animals (Inc.)

Our mission is to prevent cruelty, protect animals, and strengthen the systems, standards and attitudes that safeguard animal welfare in Ireland.

Chairperson: Paul Connell, Secretary: Sarah O’Reilly
Andrew Shannon, Maribé Fallon, Vanessa Kiely, Barbara Kirby, Doireann Murray, Robin Farrell, Finn Ryan

© NSPCA, 2026 All rights reserved.

Complaints Procedure

At the NSPCA, we value feedback and take all complaints seriously. Feedback helps us improve our services and ensures we continue to meet the highest standards of professionalism, transparency and accountability.

We are committed to handling complaints fairly, consistently and confidentially, and to resolving concerns as quickly as possible.

Please do not use this process to report animal welfare concerns, cruelty, neglect or abuse. To report an animal welfare concern, please contact us:

Dublin and surrounding areas – 01 499 4727

All other areas – 0818 515 515

Email inspectors@nspca.ie

Complete our online cruelty report form.

What Is a Complaint?

A complaint is an expression of dissatisfaction regarding:

  • The quality of a service provided by the NSPCA
  • The actions or conduct of a member of NSPCA staff

Complaints must:

  • Be submitted in writing
  • Be signed by the complainant
  • Be received within 28 working days of the incident

Anonymous complaints and complaints submitted by third parties will not be considered.

How We Handle Complaints

All complaints received in writing will be formally recorded.

If a complaint is made by phone and cannot be resolved immediately, the complainant will be asked to submit their concerns in writing.

We will:

  • Acknowledge your complaint within 7 working days
  • Provide a reference number for future correspondence
  • Keep a record of all communications and actions taken
  • Treat all personal information confidentially

Investigation Process

Our Communications Team will acknowledge your complaint and coordinate the investigation process.

To help us investigate fully, please provide as much information as possible, including any relevant dates, details and supporting documentation.

Management will:

  • Review the complaint and gather relevant information
  • Inform any staff member involved and provide them with an opportunity to respond
  • Carry out reasonable enquiries into the matter
  • Document findings and responses
  • Communicate the outcome to all relevant parties
  • Seek a fair and appropriate resolution

If the matter relates to a criminal investigation or has been referred to An Garda Síochána, the NSPCA may pause its investigation until external proceedings have concluded.

Keeping You Updated

We aim to resolve complaints within a reasonable timeframe.

If an investigation is likely to take longer than expected, we will keep you informed of progress and any revised timelines.

Escalating a Complaint

If a complaint cannot be resolved through the process above, it will be referred to the NSPCA Chief Executive Officer (CEO).

The CEO may seek assistance from an independent person if appropriate and will make a final determination on the complaint.

If you remain dissatisfied following the CEO’s decision, you may submit a written appeal to the Chairperson of the NSPCA Board of Directors. The appeal will be considered by the Board and a response will be issued within four weeks of the appeal being reviewed.

How to Submit a Complaint

Please send all complaints in writing, marked Private & Confidential, to:

FAO Complaints Section – Private & Confidential

NSPCA Dublin
Mount Venus Road
Rathfarnham
Dublin 16
D16 F9C4

Email: info@nspca.ie
Telephone: 01 499 4700
Office hours: Monday to Friday, 9:00am – 5:00pm