Donation enquiries

If you have any queries about donating to Hearing Dogs then please email us at info@hearingdogs.org.uk or ring 01844 348 100 (voice and minicom).

1. My bank details have changed. Can I update them online?

We do not have the facility for you to change your bank details on our website.  If you would like to notify us of changes to your bank details please phone us on 01844 348 100 or write to us at Hearing Dogs. Please do not email us any changes to your bank details as the email will not be secure.

2. How do I notify you of a change of address?

Please email us at info@hearingdogs.org.uk with your name, your old address, your new address (including the postcodes). Please include your supporter reference number if available.

3. Can I change the amount of my regular gift online?

If your gift is payable by direct debit, please phone/email info@hearingdogs.org.uk or write to us at Hearing Dogs with your name, address (including the postcode) and a supporter reference number if you have it to hand. Please let us know the new amount you would like to give and the date on which you would like us to start collecting your donation. We will then send you a letter to confirm this change.

4. Can I pay by cheque?

Yes. Cheques made payable to ‘Hearing Dogs for Deaf People’ can be posted to:

Hearing Dogs for Deaf People
The Grange
Wycombe Road
Saunderton
Buckinghamshire
HP27 9NS

5. What is Hearing Dogs for Deaf Peoples' complaints procedure?

Written Complaints

Hearing Dogs for Deaf People recognises that there may be times during your involvement with us when you may wish to raise concerns about problems you have encountered. It is our policy to encourage free communication so that any difficulty can be quickly resolved.
In the first instance, please contact our telephone advisers to discuss your complaint.
It is only in situations where an informal discussion of a complaint or problem has been tried, and has failed to bring about a satisfactory solution, that a more formal complaints procedure should be used.
If you are not satisfied with the initial response you receive, please put your complaint or problem in writing to the Deputy Chief Executive Officer.
The Deputy Chief Executive Officer will send an acknowledgement in writing of your complaint within 48 hours of receipt, and begin an investigation.
Every effort will be made to complete this investigation within seven days of receipt. The Deputy Chief Executive Officer will then contact you with the findings, recommendations and proposed actions.
In the unlikely event of an agreement not being reached between the Deputy Chief Executive Officer and yourself, your complaint will be forwarded to the Board of Trustees for their Intervention.
Only the Deputy Chief Executive Officer or the Board of Trustees has the authority to agree a resolution, when the formal complaints procedure has been instigated.