Complaints policy

Donkey ears

Complaints Policy

The Donkey Sanctuary is committed to delivering the highest standard of service at all times, and to everyone who engages with our work.

Our commitment to dealing with complaints

We accept that we may not always get things right, and if you’ve been disappointed by your experience of The Donkey Sanctuary, please get in touch. We really value your feedback and welcome the opportunity to respond.

Our policy

  • Above all, we aim to resolve all complaints satisfactorily.
  • We will provide a fair complaints procedure that is easy to access, clear, and simple to use.
  • We will make sure that complaints are investigated thoroughly and we will respond promptly.
  • We are committed to learning from complaints and will take action to improve.

Our commitment to you

  • We will treat your complaint seriously.
  • We will be open and honest in our dealings with you.
  • We will treat you with respect and courtesy at all times.
  • We will do our best to resolve your complaint at the earliest possible stage.

How do I complain?

You can contact us by writing to The Complaints Co-ordinator, The Donkey Sanctuary, Sidmouth, Devon EX10 0NU or by telephoning 01395 578222. Alternatively, you can send an email or complete our online complaint form. We also have a complaint form available to download to print at home.

What happens next?

We will acknowledge your complaint and provide an initial response within 10 working days of receiving it. While we expect to be able to resolve most complaints within this timeframe, if we need to conduct a more detailed investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

If your complaint is about our fundraising activities and we have been unable to resolve it to your satisfaction, you can ask the Fundraising Regulator, the independent regulator of charitable fundraising, to consider it by submitting your complaint through the Fundraising Regulator website. Alternatively, you can write to Fundraising Regulator, Eagle House, 167 City Road, London EC1V 1AW, or telephone them on 0300 999 3407

The Donkey Sanctuary is registered with the Fundraising Regulator and we agree to abide by its decisions.