Complaints

Complaints: your right to be heard

You have a right to expect the very highest standards from Guide Dogs. If we don’t meet those standards, and you are not satisfied with any part of our services, policies or conduct, we want you to tell us.

Guide Dogs values your comments and we learn important lessons from the feedback we receive that help us improve our services.

We promise to respond to all complaints in a professional, consistent and transparent manner, and aim to resolve them satisfactorily as swiftly as possible.

If you need to complain, you can raise your concern with anyone at Guide Dogs – locally or centrally – by phone, in writing (either by letter or email) or in person.

It is usually best to raise your concern with local Guide Dogs staff first, as this is the quickest and easiest way to sort out the problem.

If you’re not sure who to contact:

Call: 0845 241 2536

Email:complaints@guidedogs.org.uk

Write to: Complaints Co-ordinator, Guide Dogs, Hillfields, Burghfield Common, Reading RG7 3YG

and your concern will be referred to the correct department.