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.
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 e mail to firstname.lastname@example.org or, alternatively, you can write to the following address:
Fundraising Support Manager
Hearing Dogs for Deaf People
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 Andrew Jones, Director of External Relationships at the above address 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
- 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