The Stray Dog Solidarity Alliance, coordinated by Dog Desk Animal Action, is committed to acting with integrity, compassion, and transparency in all that we do. We value feedback and take all complaints seriously, whether they come from the public, supporters, partner organisations, or those directly involved in our work.
This policy sets out how you can raise a concern and how we will respond.
1. Purpose of this Policy
- To provide a clear process for raising concerns or complaints.
- To ensure complaints are handled fairly, promptly, and respectfully.
- To help us improve our work by learning from feedback.
2. What is a Complaint?
A complaint is any expression of dissatisfaction about:
- The standard of our work.
- The behaviour of our staff, volunteers, or representatives.
- Our communications, policies, or use of resources.
- Our partnerships within the Alliance.
3. How to Make a Complaint
You can raise a complaint by:
📧 Email: help@dogdeskanimalaction.com
📮 Post: 44 Thorpe View, Ashbourne, Derbyshire, DE6 1SY
Please include:
- Your name and contact details.
- A clear description of the complaint.
- When and where the issue occurred.
- Any supporting evidence (if applicable).
We encourage you to raise complaints as soon as possible after the event.
4. How We Handle Complaints
- Acknowledgement: We will acknowledge receipt of your complaint within 5 working days.
- Investigation: A manager or director not directly involved in the issue will investigate fairly and objectively.
- Response: We will provide a written response within 20 working days, setting out findings and any actions to be taken.
- Escalation: If you are unhappy with the outcome, you may request a review by our Board of Directors, whose decision will be final.
5. Confidentiality
All complaints will be handled confidentially. Information will only be shared with those who need to know in order to resolve the issue.
6. Learning and Improvement
We are committed to learning from complaints. All complaints are logged, reviewed regularly, and reported to the Board of Directors to help us improve our services and accountability.
7. External Complaints
If you are not satisfied after following our complaints procedure, you have the right to contact the Office of the Regulator of Community Interest Companies (CIC Regulator), who oversees CICs in the UK: