Our customer charter

We want to give all our supporters a high quality service, and we want you to tell us when we get it right or wrong so that we continue to improve.
Our promise to you

Our customer charter tells you how we will offer you excellent service. We promise to:

treat you with courtesy, fairness and respect
listen to what you say
communicate in plain language and provide an interpreter where requested
give you information in your preferred format (such as clear print, large print or audio CD) so that you can decide what to do
provide you with a prompt response and tell you who else can help
ask for your views on our services
keep your personal information confidential to K9 Rescue unless you have given us permission to share it.

Tell us what you think

We know we don’t always get things right. We want to do things better but we need your help. Please tell us when you think we’ve done well, or when we’ve failed to live up to our promises. We will listen to your comments and learn from our mistakes.
Our complaints process

If you tell us something is wrong we will follow our complaints procedure and:

keep a copy of your comments
tell the right people in K9 Rescue
let you know what action we have taken
try to resolve any complaint as soon as possible
explain our complaints process.

How to complain

Working together we can improve our services so please get in touch. Please contact our Helpdesk by:
Mail: K9 Rescue, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Tel: 0203 866 1229
Email contact@k9-rescue.co.uk

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