Assistance Dogs Northern Ireland values and welcomes all types of feedback.
Resolve complaints promptly and courteously
Treat all complaints seriously
Learn from complaints and feedback
Treat complaints and feedback in confidence
What to do if you have a complaint
If you are unhappy with any aspect of our work or service, please let us know as soon as possible. You can make a complaint by telephone, letter, email or in person. If you know which department is relevant to your complaint, or the name or job title of an appropriate member of staff, you may address your complaint directly to them.
If you complain in person or over the telephone, we will try to resolve the issue there and then. Otherwise, we will acknowledge your complaint within five working days and provide a formal response within three weeks. We hope we can respond more promptly than this, but sometimes it will take time to thoroughly investigate the issue, so we can provide an informed response.
If you are not satisfied with our response, you may wish to write to our Chief Executive:
Assistance Dogs Northern Ireland
15 Connell Street Car park
Co Londonderry BT49 0DB
If you are not satisfied with the Chief Executive’s response you can contact the Charity Commission for Northern Ireland for further advice, call 028 3832 0220 or visit www.charitycommissionni.org.uk. Alternatively, if your complaint is with regards to fundraising you can contact the Fundraising Regulator.