Feedback

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 admin@dogaid.org.uk

Below is an overview of our promise to our clients and volunteers: