Our Complaints Policies

We always try our best to give an excellent service, but if you are unhappy, we have complaints policies and procedures, more details of which are available on request.

 

Fundraising

Hearing Dogs for Deaf People is committed to delivering a high standard of service to anyone who engages and supports our fundraising work.

We are always keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide your feedback to our Supporter Services Manager in the following ways:

By email to christine.power@hearingdogs.org.uk or, alternatively, you can write to the following address:

Christine Power
Supporter Services Manager
Hearing Dogs for Deaf People
The Grange
Wycombe Road
Saunderton
HP27 9NS

We will acknowledge and provide an initial response to your feedback within 10 working days of receipt. While we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

If you are not happy with the response you receive, you can escalate your concerns to Helen Griffin, Director of People and Culture, at the above address who will consider the matter in more detail.

We aim to resolve complaints about our fundraising activities within four weeks but if the issue is not resolved to your satisfaction, you can ask the Fundraising Regulator to consider it by:

Hearing dog application and partnership

If you have any concerns about your hearing dog application, please contact our Central Support Team by email at applications@hearingdogs.org.uk or by phone on 01844 348111 (voice and minicom) and your complaint will be passed on to the right person.