German Shepherd Rescue Elite is committed to delivering a high standard of service to anyone who engages with our work.
We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves.
You can provide you feedback by:
- emailing: [email protected] or
- calling: 0845 600 6628 or
- writing to: Complaints, Gravelle Hatch House, Malacca Farm, West Clandon, Guildford, Surrey, GU4 7UQ.
We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.
If you are not happy with the response you receive, you can escalate your concerns to Lizzy Brown or Allison Clarke who will consider the matter in more detail.
If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Regulator, the self regulator for fundraising in the UK, to consider it by:
- submitting your complaint through the Fundraising Regulator website www.fundraisingregulator.org.uk or
- calling – 0300 999 3407
German Shepherd Rescue Elite is registered with the Fundraising Regulator and we agree to abide by its decisions. Please note that the Fundraising Regulator can only consider complaints received within 12 weeks of the original incident.