Customer feedback and complaints
You have the right to expect the very highest standards from Ability Dogs 4 Young People IoW. Â If we do not meet those standards, and you are not satisfied with any part of our services, policies or conduct, we want you to tell us.
We value your comments and we learn important lessons from the feedback we receive that help us improve our services.
We promise to respond to all your feedback and complaints in a professional, consistent and transparent manner, and aim to resolve them satisfactorily as swiftly as possible.
This information tells you what to do if you need to complain or just wish to feedback about a situation.  If your concern is related to any aspect of our service delivery, please go to the Service Users appeals page for further information. If you need to complain take a look at our Complaints Policy below and you can then raise your concern by phone, in writing (either by letter or email) or in person.
Please note that if you have a concern regarding your application for a volunteer role or you are a volunteer and have a concern regarding your own role, you should contact your Manager or the CEO.
In order to give you confidence in all aspects of our confidentiality practices, Ability Dogs 4 Young People IoW is registered with the Data Protection Regulator, ICO, and we adhere to their Code of Practice.
Complaints Policy
We are dedicated to improving the quality of life for people and children on the Isle of Wight with disabilities including cerebral palsy, autism, diabetes, and epilepsy. Our Ability Dogs assist and support their disabled Recipients with their specific disabilities enabling them to overcome barriers and lead fuller and more independent lives.
We aim to provide high standards throughout the Charity. If you are not satisfied with any part of our services, policies or conduct, please tell us. We value comments and feedback in order to improve our services.
How to inform us of an issue or complaint
You can raise your concern by phone, in writing (either by letter or email) or in person. It is usually best to raise your concern with local staff first, as this is the quickest and easiest way to sort out the problem. Once you have made contact with us, your concern will be logged and investigated.
To ensure concerns are addressed consistently, proportionately and in accordance with applicable legal obligations including the Equality Act 2010 where applicable.
To promote early and informal resolution wherever appropriate
Is the process confidential?
Only those directly involved in resolving your complaint will have access to the information you provide. You will be made aware of who this is. We will handle information in line with Data Protection legislation.
Can I remain anonymous if I complain?Â
Yes if you so request, but please be aware that this might mean we can’t investigate your complaint fully. In the unlikely event that your complaint was to lead to legal action or we find we are under a legal duty to disclose, we may be required to disclose your details even if we have not obtained your consent.
What will happen to my complaint?
We aim to resolve issues as quickly and locally as possible. Our aim is to respond to you within 15 working days. If we need to investigate further, we will let you know we have received your complaint and how long it is likely to take to resolve.
We are committed to treating all complaints seriously, sensitively and with discretion and understanding.
If you are unhappy with our response, please let us know as soon as possible. If we deem it appropriate, you may be invited to a meeting where your complaint will be heard by the Charity CEO and board members. If necessary, further investigations will take place. The CEO and board will then give their final feedback.
If you are still not satisfied with our response, you can refer the matter to The Charity Commission by phoning 0300 066 9197.
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