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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.
Dog A.I.D. strives to provide the highest standards of service. By listening to and learning from comments and complaints we can ensure constant improvement.
Dog A.I.D. aims to provide a fair 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. The procedure is outlined on the Dog A.I.D. website and promoted directly to clients, trainers and supporters.
Dog A.I.D. is registered with the Fundraising Regulator and we adhere to the Code of Fundraising Practice: www.fundraisingregulator.org.uk/code
When should I complain?
The simple answer is – as soon as you feel you have cause to complain. All that we ask is that you do so as soon as you are reasonably able which should normally be within 3 months of the incident, so that we can take steps to put things right if and when we need to.
How do I make a complaint?
If you have a complaint, we'd like the opportunity to look at it as soon as possible. In some circumstances it may be possible to address the concern immediately but where that is not possible it may be more appropriate for an investigation to be undertaken by a senior manager or Trustee.
We encourage you to first raise your complaint or concern with a member of the staff team, either in person, by telephone or email. Our staff will deal with your concerns sensitively, but they may need to refer the matter to others, and they will also make a written record of your complaint.
Alternatively, you can raise your complaint with the Charity, by emailing email@example.com
Below is an overview of our promise to our clients and volunteers:
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If you feel we have made a mistake, we will investigate the matter and get back to you as soon as we are able to. If appropriate we will apologise and remedy the situation as soon as possible. Dog A.I.D. is committed to treating all complaints seriously, sensitively, with discretion and understanding.
Your complaint will normally be acknowledged within two working days.
Your complaint will be investigated, and you will receive a written reply within 20 working days.
If there is a delay or we need to look into things further we will let you know, with clear reasons for the delay.
Please note that while your complaint is being investigated, we may need to contact you for further information. You may also be invited to a meeting to discuss particular issues. If you do not receive this offer but feel a meeting would be beneficial, please ask us
We strive to always act in an open and fair manner. Please be assured that raising a complaint should have no impact on any support you may receive from us.
You may raise a complaint on behalf of someone else, but we will need their expressed consent from them for you to act on their behalf.
Only those directly involved in resolving your complaint will have access to the information you provide. Whilst you have the right to confidentiality, we are unable to investigate anonymous complaints.
A copy of the full complaints policy can be downloaded below:
If you have cause to complain, we hope that you are satisfied with the outcome. If you are still not happy you may write to the Chair of Trustees within 20 working days of receipt of the response to your complaint. You must state the reasons why you wish to appeal.
The outcome of the appeal will be notified in writing within 20 working days from receipt of your letter of appeal. If there is any delay anticipated in the appeal response you will be notified accordingly. If you remain dissatisfied, you may report your concerns to any of the official bodies below:
As well as wanting to know when things go wrong, we also love to hear your comments and suggestions for the future.
If you have any suggestions please send them to: firstname.lastname@example.org
Earlyworld House | 7 Darwin Court | Oxon Business Park | Welshpool Road | Shrewsbury | SY3 5AL | Telephone: 01743 588469
Registered Charity in England and Wales with Registered Number 1178719.
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