Service Users appeals
Ability Dogs 4 Young People IoW (The Charity) is 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.
As a recipient or potential recipient of one of our services, you may disagree with a decision we have made relating to the service we provide you. We seek to continuously improve our services and promote equality, fairness and transparency in everything we do. You have a right to expect that all decisions made about the service we provide to you are made properly and fairly. If you are not happy with a decision we have made relating to our service, please let us know as soon as possible.
We value your comments, we learn important lessons from the feedback we receive that helps us improve our services, and we will respond to all appeals in a professional, consistent and transparent manner, and aim to resolve them as swiftly and satisfactorily as possible.
Below are the details of what to do if you wish to appeal against a decision, we have made concerning a service you have applied for or have previously received.
1. Purpose
To provide a clear, fair and transparent framework for resolving Service Users appeals within Ability Dogs 4 Young People (The Charity).
To ensure appeals 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.
2. Scope
If you do not agree with a decision that we have made to either decline an application for a service or to permanently withdraw an existing service, then you may have the right to appeal that decision.
All decisions to decline an application for a service or to permanently withdraw an existing service are capable of appeal except for:
- A decision not to allow an application for an Ability Dog where the application has been made within 12 months of a previous dog having been withdrawn on animal welfare grounds.
- A decision made by the Charity to retire a working Ability Dog on health, well-being or age-related grounds. That due to the dog’s health, well-being or age it is no longer reasonable in the Charity’s opinion to allow the dog to continue working.
3. Appealing a decision
If you wish to appeal, you should do so as soon as possible and in any event within 28 days of being told of the decision.
Decisions around the withdrawal or denial of a service will be confirmed in writing by the CEO, Recipient Support or one of the Trainers. If you are not satisfied with the decision, an Appeal Application Form is available at Service User Appeal Application Form or upon request. This form will help us to understand your concerns.
Your completed Appeal Application Form, together with any supporting documentation or other forms of evidence, must be submitted to The Charity within the 28-day time limit.
All documentation or other evidence in support of your appeal must be submitted at the same time, and together with the Appeal Application Form. No further evidence may be submitted after the Appeal Application Form has been submitted.
4. Advocates
Only those directly involved in resolving your appeal 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.
If you would find it helpful, it is acceptable for you to ask another person, such as a friend or family member, to act as an advocate on your behalf. This would be to help you complete any paperwork and to help you as you go through the process. This advocate would be given access to all correspondence throughout the process so that you can gain the support you need. If you would like someone to help you, please state this on the appeal application form and provide their name and contact details.
We can only provide for one advocate. It is your responsibility to ensure that your advocate is acting in accordance with your wishes and instructions. You should notify us immediately should you no longer wish to utilise a previously nominated advocate.
Your appointment of an advocate is strictly limited to matters directly related to the appeal and the appeal process itself. It does not extend to other more general matters concerning your relationship with the Charity.
5. Confidentiality
Only those directly involved in the appeal process 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.
6. Resolution
We aim to respond to and resolve appeals as quickly as possible. If we need to investigate further, we will let you know we have received your appeal and how long it is likely to take to resolve. We will keep you up to date with the process and if we require any additional information from you, we will inform you of this during the process.
Your appeal will be reviewed by the CEO and board members who will provide a written record of their decision. If it is considered that the initial denial / withdrawal was correct, you retain the right to ask for the appeal to be further considered by an external adjudicator. You must make a request for external adjudication within 14 days from notification to you of the Charity’s decision.
The adjudicator will consider the decision made by the Charity, considering the evidence which was presented at the time. No additional evidence or documentation may be submitted to or will be considered by the adjudicator. The adjudicator may either confirm that the decision previously made should stand or may overturn it. The adjudicator’s decision will be final. You will be provided with a copy of the adjudicator’s decision.
Whilst the adjudicator will consider the matter based upon the documentation previously submitted, he or she may, at their discretion, request additional information or clarification from either party to assist them in carrying out their review.
We are committed to treating all appeals seriously, sensitively, and with discretion and understanding. If your concern relates to any of our services or another aspect of our work, then you can refer the matter to The Charity Commission or phone 0300 066 9197.
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