Feedback

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It’s great to hear from people when things go right – but perhaps it’s even more important if you let us know when things don’t go entirely to plan. 

General feedback, compliments and suggestions

We would love to hear your feedback, compliments and suggestions. You can submit this via our Contact Us page or emailing admin@dogaid.org.uk  We aim to respond to your message within 5 working days. 

Complaints

Dog A.I.D. strives to provide the highest standards of service. We are keen to know when we don't get things right; by listening to and learning from complaints we can take the opportunity to put things right if and when we need to, and to ensure constant improvement of our charity.

If you feel you have cause for complaint, please let us know as soon as you are reasonably able to. Dog A.I.D. aims to provide a complaints procedure which is clear and easy to use for anyone wishing to make a complaint and to ensure that all complaints are investigated fairly and in a timely way. Our complaints policy which contains the process for how you would make a complaint and the timeframes for investigations is below. 

In the first instance, we would first raise your concerns with a member of the staff team, either in person, by telephone or email. Our staff will deal with your concerns sensitively and there may be the opportunity to address your these straight away. However, if this is not possible, the staff member may need to refer the matter to others, such as a senior manager or trustee who would also make a written record of your complaint and conduct an investigation. You can contact the staff team in the first instance by emailing admin@dogaid.org.uk 

Escalating complaints to external bodies

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can contact the Fundraising Regulator, the self-regulator for fundraising in the UK by submitting your complaint through the Fundraising Regulator website:
https://www.fundraisingregulator.org.uk/more-from-us/resources/complaints-process

Dog A.I.D. is registered with the Fundraising Regulator and we adhere to the Code of Fundraising Practice: www.fundraisingregulator.org.uk/code

Concerns can also be raised with the Charity Commission:
https://forms.charitycommission.gov.uk/Raising-Concerns/

If your complaint is related to data protection, you can submit a complaint through the website of the Information Commissioner's Office: https://ico.org.uk/make-a-complaint/