Compliments and complaints

We promise to: 

• Listen carefully to complaints and treat complaints as confidential, where possible
• Record, store and manage all complaints accurately and in accordance with our policy
• Do our utmost to ensure a complaint is resolved at the first point of contact, where that is not possible investigate the complaint fully, objectively and within the stated time frame 
• Notify you of the results of any further investigation, if it has been required
• Inform you of any action that will be implemented as a result
• Report the number of complaints received, the outcomes and any actions taken, on an annual basis.

Dogs Trust is committed to ensuring that all our communications and interactions with the public and our supporters are to the highest possible standard. The views of the general public and our supporters help us so that we can continue to improve our services and response.

Dogs Trust welcomes both positive and negative feedback.

Our complaints procedure

If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint as quickly as possible but within at least 7 days of receipt, and do everything we can to resolve it within 28 days. If this is not possible, we will explain why and provide a new deadline.

What if the complaint is not resolved?

If you are not happy with our response, you may get in touch again by writing to Dogs Trust’s Chairperson. The Chairperson will ensure that your appeal is considered at Board level and will respond within two weeks of the appeal having been considered by Board members.