Complaints and Compliments

Complaints and Compliments

Veterans With Dogs is committed to make sure that its work is of the highest quality. We believe that views and learning from those views, is an important part of achieving high quality work.
 
The following principles are used in Veterans With Dogs’  compliments and complaints policy.
 
  1. Veterans With Dogs recognises that compliments and complaints are an important part of customer feedback.
  2. The procedure is fair to people using services or experiencing Veterans With Dogs’ work, complainants and to staff.
  3. The procedure is accessible to all regardless of age, disability, gender, ethnicity, belief or sexual orientation.
  4. Making a complaint will not harm or prejudice the service that is given to the complainant.
  5. Concerns and complaints are dealt with efficiently and are properly investigated.
  6. Complainants are treated with respect and courtesy and receive appropriate support throughout the handling of the complaint.
  7. Complainants receive a timely and appropriate response, identifying the outcome of any investigation, wherever possible.
  8. Action is taken where necessary in the light of the outcome of the complaint.
  9. Learning from complaints will be used to improve Veterans With Dogs’ work.
  10. If the complainant is not happy with the result of the response to the complaint, they will have the right to appeal.
 
 
Complaints
 
If you would like to make a complaint, please complete our online form.