Our Complaints Policies

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
Saunderton
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:

• submitting your complaint through the Fundraising Regulator website
  https://www.fundraisingregulator.org.uk/make-a-complaint/complain-about-a-fundraising-approach
• Contacting the Fundraising Regulator on 0300 999 3407

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