Comments, Complaints and Compliments

Help us to get it right!

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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. 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 Chief Executive, Mike McDonald at the address below or email mike@dogaid.org.uk  

Our promise to you

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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.

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Your complaint will be acknowledged within 2 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.

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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.


You have the right to confidentiality, but unfortunately we are unable to investigate anonymous complaints.

Not happy with our response?

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.

Helping us to improve when you are happy!

As well as wanting to know when things go wrong, we also love to hear your comments when you feel we have done things well and any suggestions you may have for changes to what we do.


Such comments will help us to maintain and promote good practice. Please feel free to write to us or share you experiences on Social Media!

Contacts

Equality Advisory & Support Service

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Freepost, EASS FPN4431

Telephone 0808 800 0082

Fundraising Regulator

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2nd Floor, CAN Mezzanine Building, 49-51 East Road, London N1 6AH

Telephone 0300 999 3407  


Charity Commission

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12 Princes Dock, Princes Parade,

 Liverpool L 3 1

Telephone 0300 066 9197