Customer Care | Dogs Trust

Dogs Trust

Customer Care

Handling Feedback and Complaints

Dogs Trust is committed to ensuring that all our communications and interactions with the public and our supporters are to the highest possible standard. The views of the general public and our supporters help us so that we can continue to improve our services and response.

Dogs Trust welcomes both positive and negative feedback.

Public Feedback

We welcome feedback on any aspect of our work. You can contact Dogs Trust in writing, by email or by telephone.

Please provide as much information as possible and let us know how you would like us to respond to you.

In the first instance, your comment will be dealt with by our Executive Director.

Please write to:

Suzie Carley
Executive Director
Dogs Trust
Ashbourne Road
Finglas
Dublin 11

Tel: 01 8791000
Email: [email protected]

Office hours are from 9.00 am to 5.00 pm Monday to Friday.

Complaints

We treat as a complaint any clear expression of dissatisfaction where it is claimed that our activities have not accorded with fair or sound administrative practice and have adversely affected the person by whom or on whose behalf the complaint is made.

Therefore we aim to ensure that:

  • it is as easy as possible to make a complaint;
  • we treat it seriously whether it is made by telephone, letter, fax, email or in person;
  • we deal with it quickly and politely;
  • we respond accordingly - for example, with an explanation, or an apology where we have got things wrong, and information on any action taken etc;
  • we learn from complaints, use them to improve, and monitor them at an executive and Board level.

In the first instance, your complaint will be dealt with by our PR and Communications Department. Please give us as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.

Ciara Byrne
PR and Communications Manager
Dogs Trust
Ashbourne Road
Finglas
Dublin 11

Tel: 01 8791000
Press Number: 086 8392560
Email: [email protected]

Office hours are from 9.00 am to 5.00 pm Monday to Friday.

Our complaints procedure?

If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint as quickly as possible but within at least 7 days of receipt, and do everything we can to resolve it within 28 days. If this is not possible, we will explain why and provide a new deadline.

What if the complaint is not resolved?

If you are not happy with our response, you may get in touch again by writing to Dogs Trust’s Chairperson. The Chairperson will ensure that your appeal is considered at Board level and will respond within two weeks of the appeal having been considered by Board members.