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PETS & PET CARE


PETS & PET CARE


Home› Marriage, relationships & families› Pets & pet care
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CATS PROTECTION


Gsaver1 Posts: 77 Forumite

4 July 2023 at 11:12AM in Pets & pet care
Earlier this year I adopted a "two-year-old cat" in March. The day after I took
the cat home I read all the documentation that came with the cat. I was in fact
the owner of a fourteen-year-old cat. I contacted Cats Protection saying I
thought I was getting a two-year-old cat as was advertised on the website.
Seeing as this was not right both parties agreed that I would return the cat to
the Cats Protection Centre.

When I returned the cat I was told seeing as I paid the one hundred pounds
re-homing fee in cash it would take a while to be refunded as the safe was a
roll-in safe that only the treasurer has keys to. I waited a month and contacted
them again. I then contacted the Chief Executive in April saying what had
happened and I was still waiting for my refund. He assured me that it was
getting looked into but as of yet I have not got my refund.

I then gave them a further month in which to process a refund. A month passed
again and this time I got a reply from the Executive Assistant to the Chief
Executive. In this email, she writes "I am sorry to read that you haven't yet
received a refund, so I have asked my colleagues dealing with this matter to
provide me with an update. I will be in contact with you as soon as I've heard
back from them.

In the meantime, if I can be of any further assistance, please do not hesitate
to contact me."

I then contacted them again on the 29th of June and have heard nothing back from
them.

I have supported Cats Protection for a good number of years. I lost my
eighteen-year-old cat in 2021 and I swithered long and hard about getting
another one as it is tough when they pass away. I saw this two-year-old cat and
I thought I could provide a home for this cat. The information provided to me
was wrong and when I picked up the cat nothing was mentioned about the age of
the cat. 

I am disappointed about the whole experience. Can anyone give me any pointers
about how to get my money back and conclude this sorry episode? If the roles
were reversed I would be refunding that money as soon as possible but these
people at this charity think it is okay to just fob me off.  

Thanking you in anticipation.

 
0


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«12»


COMMENTS

 * turnitround Posts: 715 Forumite
   
   4 July 2023 at 11:23AM
   
   Cant say I'm surprised by this. Someone I know works for Cats Protection and
   has had quite amazing and expensive changes and adaptations made to her house
   all in the name of 'making it better for the cats' she fosters before they
   are rehomed all paid for by the charity.
   1
 * SensibleSarah Posts: 624 Forumite
   
   4 July 2023 at 12:31PM
   
   Contact them via public social media to their main national account - that
   usually gets results very quickly as their reputation is at stake! 
   
   1
 * Gsaver1 Posts: 77 Forumite
   
   5 July 2023 at 6:34PM
   
   I sent an email this evening to the Executive Assistant saying to send me a
   cheque or get it organised with the local Cats Protection charity shop to
   have the money at the shop for me to pick up. This has been going on since
   March and all I get from the Chief Executive and the Executive Assistant are
   empty promises. As above it makes you wonder what really happens with the
   money given to this charity these days. I wonder what the audit history is
   with this charity.   
   0
 * sheramber Posts: 20,533 Forumite
   
   5 July 2023 at 7:27PM
   
   you can check them out on the Charity Commission website
   2
 * KxMx Posts: 10,719 Forumite
   
   7 July 2023 at 7:22PM edited 7 July 2023 at 7:22PM
   
   I'm a CP volunteer and I'm really sorry that the cat wasn't advertised
   correctly and that you are having such difficulties getting your refund, both
   issues are really unacceptable. 
   
   I know you have been in touch with the Cheif Exec, you might find it useful
   to know each branch has a regional branch area manager, you could ask for
   their details to see if they can sort it out for you.
   
   You could also try following the complaints process over the mis advertising
   and lack of refund:
   
   https://www.cats.org.uk/find-us/complaints-process
   
   2
 * ladyholly Posts: 3,425 Forumite
   
   8 July 2023 at 8:16PM
   
   Social media is the way to go in my opinion. Their tardiness is totally
   unacceptable so they should be named and shamed.I realise they are a charity
   so if you dont want to go the social media route you could try the charity
   ombudsman.
   
   1
 * Gsaver1 Posts: 77 Forumite
   
   10 August 2023 at 7:11PM
   
   Still waiting for my refund. Been in touch with another person regarding the
   refund but she hasn't had any luck either in getting my money to me. 
   
   I have had another email from the Executive Assistant saying if the cheque
   hasn't come through within the next seven days please email me again and I
   will chase up. Sent an email saying no funds through and heard nothing back,
   the message was sent Sunday past.
   
   Just totally astonished at how incompetent this charity is. Send a cheque to
   me, conclude this matter for me, then go and have a route and branch review
   as to why this issue wasn't rectified in a more timely manner.
   
   
   
   0
 * Lavendyr Posts: 2,604 Forumite
   
   17 August 2023 at 1:02AM
   
   I understand your frustration but you make it sound as though it is a
   business transaction, not the rehoming of a kitty who needs a loving home.
   
   I understand that the issue is that you agreed to adopt a 2 year old cat and
   were in fact asked to adopt a 14 year old. That is unacceptable. So is the
   delay in refunding. 
   
   Is there any particular reason why you wouldn't rehome the older kitty
   though? Was it the same kitty, just with a different age? My sympathy is
   mainly with the poor cat in this situation who has been back and forth and
   still doesn't have a loving home. And I speak from experience with an
   unexpected cat. 
   
   3
 * Mnoee Posts: 886 Forumite
   
   18 August 2023 at 6:03AM
   
   Not the OP, but I couldn't emotionally cope with an older cat who'd only be
   with me for a short time, especially after losing a different pet. Everyone
   has different strengths and weaknesses when it comes to adopting a pet - the
   rescue should be matching the right cats to the right people. My local cats
   protection has a waiting list multiple months long for new intake at the
   moment (as I found out trying to get help with a stray!) - there are plenty
   of cats waiting to be adopted. Hopefully OP gets their refund and finds the
   right one for them, if they haven't already. 
   
   3
 * Gsaver1 Posts: 77 Forumite
   
   18 August 2023 at 11:28AM
   
   I'm glad to say that I have got my refund. 
   3

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