Feedback

Canine Partners is a member of the Fundraising Standards Board (FRSB). We are committed to delivering a high standard of service to anyone who engages with our work. We do all we can to ensure our fundraisers and volunteers comply with our Canine Partners Fundraising Promise and the FRSB Code.

Our fundraising promise

We are committed to high standards.

• We do all we can to ensure that fundraisers, volunteers and fundraising contractors working with us to raise funds, comply with the Code and with this Promise
• We comply with the law including those that apply to data protection, health and safety and the environment

We are honest and open

• We tell the truth and do not exaggerate
• We do what we say we are going to do
• We answer all reasonable questions about our fundraising activities and costs

We are clear

• We are clear about who we are, what we do and how your gift is used
• Where we have a promotional agreement with a commercial company, we make clear how much of the purchase price we receive
• We give a clear explanation of how you can make a gift and amend a regular commitment

We are respectful

• We respect the rights, dignities and privacy of our supporters and beneficiaries
• We will not put undue pressure on you to make a gift and if you do not want to give or wish to cease giving, we will respect your decision
• If you tell us that you don’t want us to contact you in a particular way we will not do so

We are fair and reasonable

• We take care not to use any images or words that cause unjustifiable distress or offence
• We take care not to cause unreasonable nuisance or disruption

We are accountable

• If you are unhappy with anything we have done whilst fundraising, you can contact us to make a complaint
• We have a complaints procedure, a copy of which is available on the website or available on request
• If we cannot resolve your complaint, we accept the authority of the Fundraising Standards Board to make a final adjudication

Our complaints procedure

1) Policy Statement

Canine Partners is committed to delivering a high standard of service to anyone who engages with our charity. We encourage free communication between the charity and our stakeholders ensuring all complaints are aired and, where possible, resolved quickly and to the satisfaction of all concerned.

2) Scope

A complaint may be generally defined as an expression of dissatisfaction about actions taken or lack of action. This includes but is not limited to:

• Volunteers with a complaint of any type, including fundraising volunteers.
• Applicants who have already appealed the outcome of their application and who now wish to submit a formal complaint.
• Partners with a complaint of any type
• Suppliers
• Members of the public

3) Policy Detail

Issues may be raised by letter, phone or email.

1. Stage One: Dealt with informally at a department level. Most concerns raised can be resolved at this early level in an informal manner. If a concern isn’t dealt with to the complainant’s satisfaction at this stage, then they may wish to progress to Stage Two.

2. Stage Two: If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can submit a formal complaint. At this stage, Canine Partners will acknowledge receipt of the complaint within 5 working days and provide a full response within a further 10 working days.

3. Stage Three: If the complainant feels their complaint was not dealt with satisfactorily, they may escalate to the Chief Executive Officer (CEO) who will respond within 20 working days. Whatever the outcome at this stage, a reply will be provided to the complainant describing the action taken to investigate, the conclusions and any remedial action.

4. Stage Four: If a complaint cannot be resolved by CEO the complainant has the right to refer to the Board of Trustees. At this point a timescale for resolution will be communicated to you.

If we are unable to meet the timescales above due to exceptional circumstances, we will ensure all parties are kept up to date and that we explain any reasons for the delay.

Canine Partners will keep a record of the complaints received, the outcome of their investigations and the reasons for their decisions. Canine Partners will regularly review these complaints to identify any trends or wider learning, consider what lessons can be learnt and how any improvements can be made.

Canine Partners will also regularly report to the Senior Leadership Team and Board of Trustees on the number and nature of complaints received and the outcome of those complaints, including whether they have led to a change in services, policies or procedures.

4) Useful Information

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can contact the Fundraising Regulator, the self-regulator for fundraising in the UK by submitting your complaint through the Fundraising Regulator website:
https://www.fundraisingregulator.org.uk/more-from-us/resources/complaints-process

Canine Partners is a member of the Fundraising Regulator and thereby agrees to abide by its decisions. Please note, the Fundraising Regulator can only consider complaints received within two months of the Canine Partner’s final response to a complaint.

Concerns can also be raised with the Charity Commission:
T: 0300 066 9197
https://forms.charitycommission.gov.uk/Raising-Concerns/

How to send us your feedback

Please provide your feedback by letter, phone, email or by using the form below.