Customer Care

We're 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

Or contact us online.

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.

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 Fundraising Regulator to progress it further. (Fundraising Regulator). We are committed to the Fundraising Promise.

Refund policy

In the event that a credit card donation is made to Dogs Trust via 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.