Complaints Procedure

Complaints Procedure

Here at ‘Give a Dog a Bone… and an animal a home’ (GADAB) we take complaints very seriously. If you have a complaint about our charity, we want to hear about it and we will do our best to put it right.

 

Our Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To increase supporter satisfaction;
  • To use complaints constructively in the planning and improvement of all services.

 

What is a complaint?

It may be a criticism that expects a reply and requires action or changes to be made. It can also be an expression of dissatisfaction with an aspect of the GADAB Charity, which is under the control of the Trustees, its staff or volunteers.

 

How to complain?

GADAB would like to resolve any complaint as soon as possible.

Many complaints can be resolved informally. In the first instance, please contact GADAB and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to sort the matter out.

If you make contact in person, e-mail or telephone.  Make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

Write down your complaint and send it to:

Chair of The Board
121 Eastwoodmains Road
Clarkston
G76 7HD

Phone Number: 07969 742 858

Email: hello@giveadogabone.net

 

What will we do on receiving your complaint?

  • We will listen and record your complaint
  • We will investigate
  • If the complaint is upheld, we will take action to resolve the problem and tell you the resultant actions
  • We will take steps to avoid a repeat occurrence.

At all times, we will treat you with understanding and respect.  We do ask that you offer the same respect to our staff.

Confidential information in relation to your complaint will be handled sensitively.

We are unable to respond to anonymous complaints or matters for which the charity is not directly responsible.

Please note, we do not deal with 3rd party complaints unless the person you represent is classed as vulnerable.  We would prefer to deal with the original complaintive if at all possible.

 

How long will it take to respond?

You will receive acknowledgement of your complaint within 5 working days of receipt.

We endeavour to respond to all complaints within 10 working days.  If this deadline cannot be achieved, we will let you know and give you an update on the timings you should expect to hear back from us.

You may be contacted again to make sure that we have understood your complaint properly.

Whenever possible we will deal with it more quickly, if we think it will take longer we will let you know.

If an in-depth investigation is required we aim to provide a response within 20 working days.

 

Can you take your complaint elsewhere?

Yes. You can take your complaint to OSCR via their website: www.oscr.org.uk

Please refer to their ‘Raise a Concern’ section for more details.


Last Updated: 26.07.21

About us

Give a Dog a Bone…and an animal a home is a young, unique and award winning charity, supporting the over 60s to afford a rescue pet companion.

We aim to tackle loneliness for the individual and homelessness for the animal, by removing financial barriers to an over 60s person adopting a rescue animal.

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