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. is committed to providing the highest standards of service and we improve these by listening to and learning from your comments and complaints. We learn important lessons from the feedback we receive that helps Dog A.I.D. to improve our services and support.
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 - any time you feel we have failed to deliver what we have promised, or not met your expectations in any way. All that we ask is that you do so as soon as you are able, 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 try and sort it out as soon as possible. In some circumstances it may be possible to resolve the concern immediately but where that is not possible an investigation will be undertaken by a senior manager or Trustee.
The easiest way is just by talking to any member of staff, either in person or by telephone - 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.
Clients can directly contact Rob Moore, Client Representative Trustee, on firstname.lastname@example.org
Trainers can directly contact Lynn Stacey, Trainer Representative Trustee, on email@example.com
Below is an overview of our promise to our clients and volunteers:
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If we have made a mistake we will investigate the matter and get back to you as soon as we are able to. 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 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 and regularly keep you up to date with progress.
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 act in an open and fair manner at all times. Please be assured that raising a complaint will 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 written 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. You have the right to confidentiality but unfortunately, 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 any investigation will give you a full answer and resolve your issue. If not, an independent member of our Board of Trustees can also review your complaint. If you are still not happy you may write to the Chair of Trustees, who will respond in writing within 14 days after re-investigating your complaint. If you still 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.
Copyright © 2018 Dog A.I.D - All Rights Reserved.