Customer feedback and complaints

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.

If your concern is related to any aspect of our service delivery please go to the Service User appeals page for further information.

Please note:

Please provide your post code when you contact us. Without this we will find it difficult to process your complaint.

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:

0800 953 0031


Write to:
Complaints Co-ordinator,
Guide Dogs,
Burghfield Common,

and your concern will be referred to the correct department.

Change of details

If you would like to contact us about updating your personal or bank details please contact the Supporter Care Team by calling:

0800 953 0113

or emailing:

Monday-Friday, 9am-5pm