Dogs for Good values and welcomes all types of feedback. We will:
- Resolve complaints promptly and courteously
- Treat all complaints seriously
- Learn from complaints and feedback
- Treat complaints and feedback in confidence
What to do if you have a complaint
If you are unhappy with any aspect of our work or service, please let us know as soon as possible. You can make a complaint by telephone, letter, email or in person. If you know which department is relevant to your complaint, or the name or job title of an appropriate member of staff, you may address your complaint directly to them.
Click here to contact us by email by clicking here or telephone 01295 252600.
What happens next?
If you complain in person or over the telephone, we will try to resolve the issue there and then. Otherwise, we will acknowledge your complaint within five working days and provide a formal response within three weeks. We hope we can respond more promptly than this, but sometimes it will take time to thoroughly investigate the issue so we can provide an informed response.
If you are not satisfied with our response, you may wish to write to our Chief Executive:
Dogs for Good
Oxon OX17 2BS
If you are not satisfied with the Chief Executive’s response you can contact the Charity Commission for further advice, call 0870 333 0123 or visit www.charity-commission.gov.uk. Alternatively, if your complaint concerns a fundraising issue you can contact the Fundraising Standards Board.
Fundraising Standards Board
Dogs for Good is a member of the Fundraising Standards Board (FRSB), a self-regulatory body for fundraising in the UK. As a member we agree to adhere to the highest standards of good practice within our fundraising activities, and to adhere to the FRSB Fundraising Promise.
If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the FRSB to consider it by:
- Submitting your complaint through their website www.frsb.org.uk
- Writing to Fundraising Standards Board, 65 Brushfield Street, London E1 6AA
- Telephoning 0333 321 8803
Dogs for Good agrees to abide by the decisions of the FRSB. Please note the Fundraising Standards Board can only consider complaints received within 3 months of the original incident.
The Fundraising Standards Board will investigate your complaint within 20 working days of receiving it and if you are not satisfied you can request that their Board of Directors look at it again. Their decision will be made within 60 calendar days, will be final and will be made public.