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.

Read more about our Fundraising complaints policy

Read more about our Hearing Dog Application complaint policy


Fundraising complaints policy

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

We are 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 Fundraising Support 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
HP27 9NS

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst 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 Kayla Mackenzie  (kayla.mackenzie@hearingdogs.org.uk), who will consider the matter in more detail.

We aim to resolve complaints about our fundraising activities within 4 weeks but if the issue is not resolved to your satisfaction, you can ask the Fundraising Regulator to consider it by:

Further details about the Fundraising Regulator and their Complaints Procedure may be found at https://www.fundraisingregulator.org.uk


Hearing dog application complaint policy

If you have any concerns about your hearing dog application, please contact our Client Services team by email at applications@hearingdogs.org.uk or by phone on 01844 348111 (voice and minicom).