The Donkey Sanctuary has provided this advice should our high standard of service fall.

The Donkey Sanctuary is committed to delivering a high standard of service to anyone who engages with our work.

We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide your feedback by telephone on 01395 578222, send an email or, alternatively, you can write to the following address:

The Donkey Sanctuary
PO Box 85
EX10 1BR

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to resolve most complaints within that timeframe, if we need to conduct a more in-depth 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 you are not happy with the response you receive, you can escalate your concerns to the Head of Fundraising who will consider the matter in more detail.

If your complaint is about our fundraising activities and we are 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
  • writing to the Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH
  • or telephoning 0300 999 3407.

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