Complaints
Dogs Trust is committed to the very highest standards of customer care. However, we appreciate that there will be occasions when we don’t get it right. So please let us know if you think we have failed in any way.
If you have a complaint about our work, please write to
The Complaints Co-ordinator
Dogs Trust
17 Wakley Street
London
EC1V 7RQ
Or email us
Your complaint will be fully investigated and a response will be sent as quickly as possible but in no more than 14 days. The reply will usually be a full explanation but in some cases we may inform you that more time is needed to investigate the issue. We would aim to give a full response to all complaints within a maximum of 30 days.
As a member of the Fundraising Standards Board (FRSB), we are committed to the Fundraising Promise. If you feel we have broken this promise and have been unable to deal with your complaint satisfactorily, you can contact the FRSB to progress it further. (FRSB Website)
Refund policy
In the event that a credit card donation is made to Dogs Trust via dogstrust.org.uk as a result of fraud or misuse, or in the event of accidental duplicate transactions, please call our Customer Services team on 020 7837 0006 (Monday to Friday, 9am to 5pm) at the earliest opportunity and we will investigate and arrange a refund as necessary.