Isle of Wight Donkey Sanctuary - complaints policy


At the Isle of Wight Donkey Sanctuary, we aim to deliver the highest standards to everyone we engage with - our visitors, supporters, staff, volunteers, and, of course, the donkeys and other equines in our care.

 

We recognise that things may not always go to plan and welcome feedback - positive or negative - as an opportunity to learn and improve.

 

Our commitment to you
We take all concerns and complaints seriously. Our team is committed to:

1.    Resolving complaints promptly and fairly

2.    Providing a clear, accessible and easy-to-use process

3.    Investigating concerns thoroughly and without bias

4.    Communicating openly and honestly throughout

5.    Always treating everyone with respect and courtesy

6.    Learning from complaints to improve our services and standards

 

How to make a complaint

 

What happens next?

We’ll do our best to resolve your complaint at the first point of contact. If that’s not possible, we’ll acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days. If we need to conduct a more detailed investigation, we will aim to provide you with a full response within 20 working days. If due to exceptional circumstances we are unable to honour these deadlines, we’ll keep you informed.

 

If your complaint relates to fundraising

If your complaint relates to our fundraising activities and you feel we haven’t fully addressed your concerns, you can refer it to the Fundraising Regulator, the independent body overseeing charitable fundraising in the UK.

 

You can contact them via their website at www.fundraisingregulator.org.uk, or write to:
Fundraising Regulator, Eagle House, 167 City Road, London EC1V 1AW, or call 0300 999 3407.

 

The Isle of Wight Donkey Sanctuary is registered with the Fundraising Regulator and abides by its decisions.

Complaints form