Complaints Procedure

In whichever capacity you are connected with Pawsable, you have a right to expect the very highest standards from us. If we don’t meet those standards, and you are not satisfied with any part of our services, policies or conduct, please let us know.

Your comments are valued and we will learn important lessons from the feedback we receive helping us to improve our services.

We promise to respond to all complaints in a professional, consistent and transparent manner, and aim to resolve them as swiftly as possible. We will acknowledge your complaint within five working days and will aim to resolve it within three weeks.

What to do if you have a complaint

If you are unhappy with any aspect of our work or service, please let us know as soon as possible.

For those working for Pawsable, whether in a paid or voluntary capacity, in the first instance please make your direct manager aware of your complaint, who can then take further steps where necessary to resolve it. In the event that this would be inappropriate please direct your complaint to Jan Kiley, jan@pawsable.com. 

For those other than employees, you can make a complaint by telephone or email.

If you would prefer to write, please send your letter to: Pawsable Assistance Dogs CIC, 32 King’s Hill, Beech, Alton, GU34 4AL.

In all cases – if you are dissatisfied with the way your complaint has been handled please contact firstly the Director, Hilary Armour at contact@pawsable.com. 

Following that, if necessary, please ask for your complaint to be forwarded to the Board.