Customer feedback and complaints

Complaints Policy 

Our vision is for a society in which people who are blind and partially sighted enjoy the same freedom of movement as everyone else. 

Our purpose is to promote the health, equality and independence of blind and partially sighted people. 

We simply could not achieve our purpose without the commitment and generosity of our fundraisers, volunteers, supporters and service users. We strive to deliver the highest standard of service to all those who engage with us and to ensure that all our service users as well as our supporters have a positive experience of Guide Dogs. 

We value your comments, and we learn important lessons from the feedback we receive that helps us improve our services. 

We promise to respond to all complaints in a professional, consistent and transparent manner, and aim to resolve them as swiftly as possible. 

You have a right to expect the very highest standards from us. If we don’t meet those standards, and you are not satisfied with any part of our services, policies or conduct, you should tell us. 

This information tells you what to do if you need to complain or just wish to feedback about a situation you are unhappy with - or a way in which we have delighted you. Please note that if your concern relates to Guide Dogs not providing or withdrawing a service, then please see our Appeals Policy.
 
In order to give you confidence in all aspects of our fundraising practices, Guide Dogs is registered with the Fundraising Regulator and we adhere to their Code of Fundraising Practice. 

How to inform us of an issue or complaint? 

You can raise your concern with anyone – locally or centrally – by phone, in writing (either by letter or email) or in person. It is usually best to raise your concern with local staff first, as this is the quickest and easiest way to sort out the problem. Once you’ve made contact with us, your concern will be logged and investigated. 

Is the process confidential?

Only those directly involved in resolving your complaint will have access to the information you provide. You will be made aware of who this is. We will handle information in line with Data Protection legislation. 

Can I remain anonymous if I complain? 

Yes, if you so request, but please be aware that this might mean we can’t investigate your complaint fully. In the unlikely event that your complaint was to lead to legal action or we find we are under a legal duty to disclose, we may be required to disclose your details even if we have not obtained your consent. 

What will happen to my complaint? 

We aim to resolve issues as quickly and locally as possible. Our aim is to respond to you within 15 working days. If we need to investigate further, we'll let you know we've received your complaint and how long it will take to resolve. 

We are committed to treating all complaints seriously, sensitively, and with discretion and understanding. 
If you are not happy with our response then fundraising concerns can be referred to the Fundraising Regulator or telephone 0300 999 3407.

If your concern relates to any of our services or another aspect of our work then you can refer the matter to The Charity Commission or telephone 0300 066 9197. Please also note that in rare circumstances there may be a situation where the police or other statutory authorities have intervened or are about to intervene in relation to your complaint. In such circumstances this may mean that we are unable to proceed with your complaint. 

Contact Us

Please provide your post code when you contact us. Without this we will find it difficult to process your complaint.

It is usually best to raise your concern with local Guide Dogs staff first, as this is the quickest and easiest way to sort out the problem.

If you're not sure who to contact:

Call:
0800 953 0031

Email:
complaints@guidedogs.org.uk

Write to:
Complaints Co-ordinator,
Guide Dogs,
Hillfields,
Burghfield Common,
Reading
RG7 3YG

and your concern will be referred to the correct department.