Our complaints procedure

1) Policy Statement
Hounds for Heroes 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, Hounds for Heroes 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 Charity Manager 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 the Charity Manger, 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.

Hounds for Heroes will keep a record of the complaints received, the outcome of their investigations and the reasons for their decisions. Hounds for Heroes 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.

Hounds for Heroes will also regularly report to the Senior Management Team (SMT) 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

Hounds for Heroes is governed by 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 Hounds for Heroes 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
If you would like to register a complaint, or provide feedback, contact us at feedback@houndsforheroes.com or by mail at:

Feedback
Hounds for Heroes
Unit 2B
Rookery Farm Buildings
Hampshire
GU32 1RU

Or by phone on 01730 823118.