The Central Bedfordshire Canine Trust is committed to delivering a quality service at all times. However we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from the Central Bedfordshire Canine Trust we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, do let us know. We need to know the exact nature of your complaint. Please provide as much information as possible about the service provided, the individuals or department involved and why you felt the service we offered did not meet your expectations. There is a difference between a complaint and a disciplinary matter (for instance a breach of show regulations). We advise that even if you consider it a disciplinary matter, in the first instance you lodge it as a complaint.
How to lodge a complaint
You can make your complaint in whatever form is most convenient to you. You can telephone and speak to the appropriate officer or member of staff. If you do not know who you should talk to, our officers will help. Alternatively you can write to, fax or email the trust at:
Central Bedfordshire Canine Trust, Eidas House,
65 Ridgeway, Kenworth, Dunstable, Bedfordshire, LU6 3RL
Tel: 01582 873614
If you telephone us, the complaint will be logged. Whoever takes your call will attempt to resolve the issue for you. If you are not satisfied with the response you receive at this stage you can submit a formal complaint in writing. If your complaint is in writing (including email) we will acknowledge it by return and pass it to the appropriate staff member/officer for action. If your complaint cannot be resolved by the person initially dealing with it, it will be directed to the relevant senior officer/member of staff. It is our intention that complaints will be responded to within seven working days. If a full response cannot be given within seven working days (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be informed of the progress being made with your complaint.
The Chief Executive accepts full responsibility for effective complaints handling. In all cases we will treat your correspondence in strict confidence, with fairness and objectivity.
What to do if you are still unhappyI
f you feel your complaint has not been satisfactorily dealt with you have the option to put your concerns directly, in writing, to the Chief Executive of the Central Bedfordshire Canine Trust. The Chief Executive will reply to you within 10 working days of receipt of your letter. If you are not content with the outcome you may raise your complaint with the full Board of Trustees by writing directly to the “Board Of Trustees” c/o the Chief Executive as detailed above. In addition if at any time the officer or Chief Executive dealing with your complaint, feels that it’s a matter of charity governance or breach of regulation or code, they may refer the matter to a meeting of the full Board of Trustees. The matter will be raised at the next full trustees meeting and you will be informed of the outcome within 10 working days of that meeting
Regulations & Codes
If your complaint is in relation to an enforced regulation or code of the trust, the matter would need to be raised as a proposal and motion at the trusts Annul General Meeting. Our officers can advise you on how to do this.
If after taking the steps outlined above, you are dissatisfied with the way in which the Central Bedfordshire Canine Trust handled your complaint, you may contact the one of our three governing bodies:
For Canine Related Matters
The Kennel Club, 1-5 Clarges Street, Piccadilly, London, W1J 8AB.
Telephone: 0870 6066750
For Charity Related Matters
Her Majesties Charity Commission, PO Box 1329, Liverpool, L69 3DY.
Telephone: 0845 3000218
For Fundraising Matters
Fundraising Standards Board, 61 London Fruit Exchange, Brushfield Street,
London, E1 6EP
Telephone: 0845 402 5442
Third Party Complaints
If you wish to complain about the service you have received from an individual or organisation which has been funded by the Central Bedfordshire Canine Trust you should, in the first instance, raise the matter directly with the individual or organisation concerned. The Central Bedfordshire Canine Trust has no remit to resolve any such complaints on your behalf. Nevertheless, if you write to us we will forward any such complaints directly to the relevant individual or organisation for resolution. You will need to provide details of the venue, date and the reasons for your complaint. We will forward your complaint, together with a covering letter, to the body concerned within seven working days. We will copy you in on all correspondence to and from the third party relating to your complaint.
Disciplinary Matters & Appointment Of Advisors
Where the Board of Trustees or Chief Executive feels it prudent. They may seek advice on how to effectively proceed with a compliant form any of the following; Her Majesties Charity Commission, The Kennel Club, The Fundraising Standards Board, Voluntary And Community Action South Bedfordshire, the Appointed Solicitor of the trust or the Appointed Veterinary Surgeon of the trust. In exceptional circumstances the trust may enlist the services of an independent arbitrator who will normally be a Development Officer from Community & Voluntary Action South Bedfordshire. Where the complaint is judged as a disciplinary matter by the Board Of Trustees, proceedings will commence in accordance with the trusts regulations for dealing with such matters. Some disciplinary matters do involved referral to governing bodies.
And Finally . . .
The Central Bedfordshire Canine Trust takes every complaint and suggestion seriously. We systematically record the complaints received and the subsequent actions taken. The number of complaints, their nature and the speed with which they are dealt with are all monitored. We report regularly our progress on our handling of complaints to our full Board of Trustees. Under the terms of our membership to the Fundraising Standards Board, the Chief Executive must make declaration to the Fundraising Standards Board annually. This declaration includes declaring the number, type and nature of complaints received and at what level of authority they were resolved. This declaration is also printed in the Statistics Supplement to our Annual Report.