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.
Reconsiderations are for unsuccessful application of service and appeals are for removal 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 and Reconsiderations in a professional, consistent and transparent manner, and aim to resolve them as swiftly as possible.
Below are the details of what to do if you wish to ask for a reconsideration or appeal against a decision, we have made concerning a service you have applied for or have previously received.
If you do not agree with a decision that we have made to decline an application for a service, then you may have the right to ask for that decision to be reconsidered.
All decisions to decline an application for a service are capable of reconsideration except:
A decision not to allow an application for a guide dog or a buddy dog where:
If you do not agree with a decision that we have made to permanently remove an existing service, then you may have the right to appeal that decision.
All decisions to permanently remove an existing service are capable of appeal save for:
Only those directly involved in the appeal process will have access to the information you provide. We will handle information in line with Data Protection legislation.
We aim to resolve issues as quickly as possible.
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 reconsiderations and 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.
Registered office: The Guide Dogs for the Blind Association, Hillfields, Burghfield Common, Reading, Berkshire RG7 3YG. The Guide Dogs for the Blind Association is a company limited by guarantee registered in England and Wales. Company No. 291646. Registered Charity no. 209617 (England and Wales), SC038979 (Scotland) and 1334 (Isle of Man).