Service user appeal


As a service user, you may disagree with a decision we have made relating to the service we provide to you. We seek to continually improve our services and promote equality, fairness and transparency in everything we do. You have the right to expect that all decisions made about the service we provide to you are made properly and fairly. If you are not happy with a decision we have made relating to our service, please let us know straight away.

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  • Service user appeal

Guide Dogs Appeals Policy

Removal or denial of a service

Our vision is for a society in which people who are blind and partially sighted enjoy the same freedom of movement as everyone else.
Our purpose is to promote the health, equality and independence of blind and partially sighted people.

We simply could not achieve our purpose without the commitment and generosity of our fundraisers, volunteers, supporters and service users. We strive to deliver the highest standard of service to all those who engage with us and to ensure that all our service users as well as our supporters have a positive experience of Guide Dogs.

As a recipient or potential recipient of one of our services, you may disagree with a decision we have made relating to the service we provide you. We seek to continuously improve our services and promote equality, fairness and transparency in everything we do. You have a right to expect that all decisions made about the service we provide to you are made properly and fairly. If you are not happy with a decision we have made relating to our service, please let us know straight away.

We value your comments, we learn important lessons from the feedback we receive that helps us improve our services, and we promise to respond to all appeals in a professional, consistent and transparent manner, and aim to resolve them as swiftly as possible.

This information tells you what to do if you wish to appeal against a decision we have made concerning a service you have applied for or have previously received.

How to appeal?

If you do not agree with a decision we have made regarding one of our services then you have the right to appeal this decision. If you wish to appeal you should do so as soon as possible and in any event within 28 days of being told of the decision.

Appeal Application Form 

You can raise your concern with your local team or by contacting the Customer Feedback and Complaints team. You need to complete the Appeal Application Form which you can download below. You then need to send it onto us in order for us to proceed with your appeal.

Contacting us

Call our Customer Feedback and Complaints Team on: 0800 953 0031 or you can email us 

or write to us:
Customer Feedback and Complaints
Guide Dogs
Hillfields
Burghfield Common
Reading
RG7 3YG

Once you’ve made contact and we have received your completed Appeal Application Form, your concern will be logged and reviewed.

Depending upon the nature of the service concerned your appeal may be considered locally or may be passed to an independent internal panel.

If the appeal is initially considered locally you will retain the right to ask for a further review by an independent panel once the local reconsideration of your case has been considered.

If considered by the panel it will review the decision previously made. If it considers that the decision was correct your appeal will be allocated to an external adjudicator to review and make an independent decision.

The adjudicator may either confirm that the decision previously made should stand or may overturn it. The adjudicator’s decision will be final.

The adjudicator will consider the matter based on the documentation submitted as opposed to an oral hearing. He or she may however request additional information from either party to assist them in their review.

We will aim to respond within 28 working days.

Is the process confidential?

Only those directly involved in the appeal process will have access to the information you provide. You will be made aware of who this is. We will handle information in line with Data Protection legislation.

What will happen to my appeal?

We aim to resolve issues as quickly as possible. Our aim is to fully respond to you within 28 working days. If the appeal process takes longer we will advise you that additional time is required.
We will keep you up to date with the process and if we require any additional information from you we will inform you of this during the process.

We are committed to treating all appeals seriously, sensitively, and with discretion and understanding.

If your concern relates to any of our services or another aspect of our work then you can refer the matter to The Charity Commission or phone 0300 066 9197.

Please also note that in rare circumstances there may be a situation where the police or other statutory authorities have intervened or are about to intervene in relation to your complaint. In such circumstances this may mean that we are unable to proceed with your complaint.