We take complaints very seriously and all feedback is seen as an opportunity to develop. We really want your experience with Infinity Dogs to be a positive one and hope that in the first instance you would feel that you can raise any concerns at the time, in order to quickly resolve any dissatisfaction.

In order to raise a complaint please email Trustees@infinitydogs.org.uk detailing the nature of the complaint with as much detail as possible, including dates, times and any witnesses. It would also be helpful if you could state what action you are hoping to be taken in order toresolve the issue. Please report any complaints within a month of it happening in order for it to be investigated in a timely manner. If the complaint relates to an ongoing safety concernthen it needs to be investigated as soon as possible.

Complaints Process

Your complaint will be acknowledged within five days of receipt and will be investigated by our trustees. The length of time it takes to do this will depend on how complex it is and how many different people, for example, need to be spoken to in order to get a full picture of events.

You will be given an indication of timescale in your initial response, and an overview of the process. It may feel difficult to make a complaint but as an organisation we will always listen and take seriously any concerns that you may have.

It may be helpful if one of the trustees can speak with you to gain more information, but recognise that this way of communication may not feel comfortable for everyone, and we can initially communicate by email in order to find out how you would prefer any future communication to look. We want you to know that you will be respected and heard, and we will look to resolve any issues as quickly as is possible.

What We Wont Do

As a Community Interest Company we are non profit making with limited resources. This means that there are times when we will decide not to investigate a complaint, or on rare occasions not to respond at all. This includes:

• When a complaint relates to something that Infinity Dogs has no direct connection to.

• When someone pursues a complaint that we have already responded to and concluded. 

• Occasionally Infinity Dogs may inform you that your dog has not reached or maintained the expected standards for public access, which can be upsetting. Disagreeing with our trainer is not grounds for complaint.

• You may be advised that your dog cannot participate in the advertised sports due to concerns for their welfare or health. Disagreeing with our trainer is not grounds for complaint.

• When a complaint is made anonymously we will do our best to investigate, but may not be able to pursue this fully due to lack of information available. However, we will still aim to use the information to reflect and improve.

• When a complaint is abusive, offensive, prejudiced, or harassing a member of our team.

• When a complaint is made so long after an incident that it is not possible to effectively investigate it. 

• When a complaint is illegible or incoherent.

• When a complaint is made a part of a group bulk mailshot, we will decide whether or not it is necessary to investigate.

If you are not happy with the outcome of a complaint and wish to complain about our Community Interest Company you can raise your concerns via Complaints procedure - Office of the Regulator of Community Interest Companies - GOV.UK (www.gov.uk)