Comments, Complaints and Compliments

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. 

This page tells you how to raise a concern and how you should expect your complaint to be handled.

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.

Alternatively you can also write a letter to the Chair of Trustees Sandra Fraser at the address below or email sandra@dogaid.org.uk  

If you have cause to complain, we would hope that any investigation will give you a full answer and resolve your issue. If not, you can ask to met the Chief Executive to discuss the matter further. In certain circumstances 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.