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

Canine Partners is committed to delivering a high standard of service to anyone who engages with our work.

We are keen to hear from anyone who believes we have fallen short of the high fundraising standards we set ourselves. You can provide your feedback by letter, phone or email. 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 fundraising concerns to our Chief Executive who will consider the matter in more detail.

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Standards Board, the self regulator for fundraising in the UK, to consider it by:

  • submitting your complaint through the FRSB website www.frsb.org.uk
  • writing to: Fundraising Standards Board, 65 Brushfield Street, London E1 6AA. Or calling them on 0333 321 8803

Canine Partners is a member of the Fundraising Standards Board and we agree to abide by its decisions. Please note that the Fundraising Standards Board can only consider complaints received within three months of the original incident.

The Fundraising Standards Board will investigate your complaint within 20 working days of receiving it and if you are not satisfied with its conclusions, you can request that their Board of Directors look at it again. Their decision will be made within 60 calendar days, will be final and will be made public.

How to send us your feedback

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

Call us

08456 580 480
Monday - Friday: 9am - 5pm

Email us

info@caninepartners.org.uk
We'll try to get back to you as soon as possible

Write to us

Canine Partners Southern Centre
Mill Lane
Heyshott, Nr Midhurst
West Sussex
GU29 0ED

Send us your feedback

We'll try to get back to you as soon as possible

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