Dog Desk Animal Action CIC is committed to carrying out our work and fundraising to the highest possible standards. We aim to act responsibly, openly and fairly in everything we do.
We recognise that there may be occasions when somebody is dissatisfied with an aspect of our work or fundraising. If something has gone wrong, or you believe we could have handled something better, we want to know.
We take genuine complaints seriously and will deal with them fairly, professionally and promptly.
How to make a complaint
You can make a complaint by email to:
Please put Complaint in the subject line.
You can also make a complaint in writing to:
Dog Desk Animal Action CIC
44 Thorpe View
Ashbourne
Derbyshire
DE6 1SY
United Kingdom
To help us understand and investigate your complaint, please include:
- Your name and contact details
- A clear explanation of what your complaint is about
- The date or approximate date of the matter concerned
- Any relevant information or evidence that may help us understand what happened
- What you would like us to consider or address
Making a formal complaint
For a complaint to be investigated under this procedure, it should be submitted directly to Dog Desk Animal Action CIC using the email or postal address above.
The communication should clearly state that a complaint is being made and provide sufficient information for us to understand the concern and investigate it properly.
Comments, allegations or discussions posted on social media, websites, forums or other public platforms will not normally be treated as formal complaints under this procedure. We do not routinely monitor third-party platforms for complaints, and public discussion about Dog Desk does not constitute notification of a formal complaint to the organisation.
If someone raises a concern informally but subsequently wishes it to be formally investigated and receive a formal response, we may ask them to submit it through this procedure.
Once a formal complaint has been received, we will record it, consider the information provided, investigate where appropriate and respond in accordance with this procedure.
Nothing in this procedure prevents anyone from contacting a regulator, law-enforcement body or other competent authority where they are entitled to do so.
How we handle complaints
We will acknowledge or respond to a formal complaint as soon as reasonably possible and aim to provide a substantive response within five working days.
If the matter requires further investigation and we cannot provide a full response within that period, we will let the complainant know and provide an indication of when they can expect a response.
Complaints will be considered fairly and objectively. Where appropriate, we will review relevant records, correspondence and other available information before reaching a conclusion.
We may contact the complainant if we require clarification or further information to investigate the matter properly.
Once our consideration is complete, we will explain our findings and, where appropriate, any action we intend to take.
We will maintain an appropriate record of formal complaints received and how they were handled.
Fundraising complaints
Complaints concerning our fundraising will be investigated thoroughly and fairly and responded to appropriately without unnecessary delay.
We will consider the circumstances of the complaint, relevant fundraising communications and records, and the requirements applying to the fundraising activity concerned.
We will also review fundraising complaints to identify any learning that may help us improve our future fundraising practices.
Dog Desk Animal Action CIC is committed to fundraising that is legal, open, honest and respectful and to following the applicable standards of the Code of Fundraising Practice.
If you remain dissatisfied
If your complaint relates to our fundraising and you remain dissatisfied after we have completed our complaints process, you may refer the matter to the Fundraising Regulator.
The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales and Northern Ireland and considers complaints that have not been resolved by the fundraising organisation.
You can find information about its complaints process at the Fundraising Regulator website.
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Confidentiality and personal information
Information provided as part of a complaint will be handled appropriately and in accordance with our Privacy Policy and applicable data protection law.
We will only share information relating to a complaint where reasonably necessary to investigate or respond to the matter, comply with a legal or regulatory obligation, or obtain appropriate professional advice.
Abusive, persistent or unreasonable behaviour
We welcome legitimate questions, concerns and complaints and will not disadvantage anyone for raising a genuine concern.
However, making a complaint does not entitle anyone to behave abusively, threateningly, discriminatorily or harassingly towards our directors, staff, volunteers, supporters or representatives.
We may also limit correspondence where communications become excessively repetitive, persistent or unreasonable after a matter has been properly considered and responded to.
Where necessary, we may end or restrict further communication while retaining an appropriate record of the matter. This will not prevent us from considering the substance of a legitimate complaint.
Threats, harassment or other potentially unlawful conduct may be referred to the appropriate authorities or professional advisers.
Learning from complaints
Where a complaint identifies something that could reasonably be improved, we will consider what changes should be made to our policies, procedures, communications or working practices.
Complaints and their outcomes may also be reviewed as part of our ongoing governance and compliance arrangements.
Contact
Dog Desk Animal Action CIC
44 Thorpe View
Ashbourne
Derbyshire
DE6 1SY
United Kingdom
Email: help@dogdeskanimalaction.com
External escalation
As a Community Interest Company, Dog Desk Animal Action CIC is also regulated by the Office of the Regulator of Community Interest Companies. Concerns that fall within the CIC Regulator’s remit, including potential breaches of Community Interest Company legislation, may be raised with the CIC Regulator.
We encourage complainants to complete our complaints process first wherever appropriate.