Question 1

Complaints Procedure

Accepted Answer

Poodle Network UK aims to provide the best possible advice, support and services to Poodle owners in the UK. Poodle Network UK exists to serve the public and to be accountable to its Trustees, donors, Charity Commission and partners.From time to time an individual or organisation may feel it has not had the best possible service that the Poodle Network UK aims to provide. In such instances it is important that a complaint is made, the circumstances investigated and necessary corrective action undertaken within reasonable time limits.Poodle Network UK can only investigate a complaint from a person with a direct relationship with Poodle Network UK; we cannot help with a complaint on behalf of someone else unless the person issuing the complaint holds a Power of Attorney for the person involved.All complaints and positive feedback to the Poodle Network UK will be fully recorded and a report made to the Trustee Board on any complaints dealt with via this procedure. A written record will be retained of complaints for 3 years.Our contact details for a complaint are: by email: info@pnuk.org                                                                                    by post: 17 Oakwood Drive, Bolton, BL1 5EE First Stage - Conciliation1.1 Anyone who is dissatisfied with any aspect of the work of the Poodle Network UK should contact Poodle Network UK in writing, providing any evidence to support their complaint. Hopefully the majority of problems can be satisfied by an informal process. Poodle Network UK will endeavour to acknowledge receipt of the complaint within 3 working days and will aim to respond fully to the complainant within 20 working days of acknowledgement of the complaint.  However in certain circumstances e.g. illness or holidays of our unpaid volunteers this process may take longer in which case you will be advised of the reason and given a new time frame.1.2 To ensure a complaint can be dealt with quickly and efficiently Poodle Network UK will need the following Information:·         Full name of the complainant·         Registered address of the complainant·         Email address  ·         Telephone number ·         Any contact details that are different from the above·         How to contact the complainant e.g. by email (please provide the email address to be used), post or other means·         The relationship with Poodle Network UK, e.g. as a volunteer, supporter, adopter·         Any disability or special needs which you believe Poodle Network UK need to consider when investigating the complaint·         Full details of the complaint including relevant dates & times·         Any evidence available to support the complaint, e.g. photos, letters, emails, names of witnesses, vet's bill or reports, or any other paperwork·         The outcome you would like if the complaint is upheldIf any of the requested information is not provided or made clear in the complaint, then Poodle Network UK may contact the complainant for further clarification, evidence or formal identification which may extend the date of the outcome to 20 working days from receipt of the information.1.3              If the complainant is not satisfied with the result of the informal process, or does not wish to enter into Conciliation, then the Formal Complaints Procedure may be requested by the Complainant. Second Stage - Formal Complaints Procedure2.1 A formal complaint should be communicated to a Trustee of Poodle Network UK, or to the Chair. You must still provide the information in 1.2 for your complaint to be considered if you have refused Conciliation.  If any of the requested information is not provided or made clear in the formal complaint, then Poodle Network UK may contact the complainant for further clarification, evidence or formal identification which may extend the date of the outcome to 20 working days from receipt of the information.2.2 Poodle Network UK will endeavour to acknowledge in writing receipt of the Formal Complaint within three working days.2.3 Two nominated Trustees shall be appointed and will investigate all circumstances leading to the complaint and ensure that the complaint is recorded.2.4 The nominated Trustees shall inform the complainant of the result of the investigation, and any corrective action taken. This will be completed within twenty working days of receipt of all the necessary information unless circumstances prolong the investigation, in which case an interim report will be made to the complainant and a new time-scale set.Appeal3.1 If the complainant is dissatisfied with the decision of the Nominated Trustees they have a right to put their case in writing to the Trustee Board where an Appeal Sub Committee will be set up comprising, where possible; of two different Trustees of Poodle Network UK.  If two different Trustees are not available the  Appeal will be investigated by the third Trustee and one of the nominated trustees from the Second Stage.3.2 The Appeal Sub Committee should undertake an investigation of the complaint and produce recommendations for the Poodle Network UK Trustee Board.3.3 The Poodle Network UK Trustee Board will then take a final decision on the complaint and shall inform the complainant of the result of the investigation.

Question 2

Data Protection, Privacy, and Retention Policy

Accepted Answer

Poodle Network UK (‘we’, ‘our’, ‘us’, ‘PNUK’) is committed to protecting your personal data and respecting your privacy. We comply with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, guidance from the Information Commissioner’s Office (ICO), the requirements of the Charity Commission for England and Wales and the requirements of The Fundraising Regulator.This policy explains how we collect, use, store, and protect your personal data across our charity activities, website, and affiliated online services.1. Who we arePoodle Network UK is a Registered Charity in England and Wales, Registered Number: 1163333.Our charitable aim is: A national UK network for the benefit of the public to relieve the suffering of Poodles which are in need of care and attention and, in particular, to provide and maintain rescue and foster homes or other facilities for the reception and care of unwanted Poodles and the treatment of Poodles.Data Controller: Poodle Network UK; Contact: Julie Aldcroft,17 Oakwood Drive, Bolton, BL1 5EE, Email: info@pnuk.org2. What personal data we collectWe may collect and process the following categories of personal information:• Identity and contact information – name, email address, telephone number, postal address.• Application and registration details – forms completed for adoption, surrenders, volunteering, fostering, events, or subscriptions.• Donation and fundraising information – records of donations, Gift Aid status, fundraising activities, and payment details (processed securely through third-party providers).• Website and online data – IP address, browser type, device information, pages visited, and cookies (see our Cookie Policy).• Correspondence – records of emails, phone calls, messages and any other communications with us.• Preferences – consents for communications, event participation, or fundraising involvement. We only collect the information that is necessary for our charitable purposes, regulatory obligations, and the services we provide.3. How we collect your dataWe collect data when you:• Use our website or affiliated form providers (e.g. online adoption forms, dog surrender forms, volunteer sign-ups) and donation platforms.• Complete any hard copy forms in relation to the Charity’s activities.• Make a donation or set up fundraising for us.• Sign up for events, newsletters, or campaigns.• Contact us via phone, email, post, messenger, social media or our website.• Purchasing items through our website, on eBay or other selling sites, online auctions, raffles and other fundraising activities• Interact with us through trusted third-party partners (e.g. Banks, JustGiving, PayPal, SumUp, Wix, Easy Fundraising)4. How we use your personal dataWe use your personal data to:• Manage adoptions, surrenders, fostering, volunteering, donations, and fundraising activities.• Respond to your enquiries and requests.• Process donations and claim Gift Aid.• Keep accurate internal records (e.g. supporter history, financial records).• Send updates, newsletters, fundraising appeals, and event information (with consent).• Improve our website, services, and communications.• Meet legal, accounting, and regulatory obligations as a registered charity.5. Lawful bases for processingWe rely on one or more lawful bases under UK GDPR, including:• Consent – when you opt in to communications or provide data via forms.• Contract – when processing is necessary for a service you have requested (e.g. adoption application or dog surrender).• Legal obligation – to meet charity, tax, or safeguarding requirements.• Legitimate interests – where it is in the charity’s legitimate interest to process data for administration, fundraising, or supporter engagement, provided your rights are not overridden.6. How we share your dataWe do not sell or trade your data. We may share it only with:• Trusted service providers who process data on our behalf (e.g. website hosting, email platforms, payment processors, online form providers).• Regulatory authorities (e.g. HMRC for Gift Aid, the Charity Commission, Dog Wardens, Licensing Bodies or law enforcement where required).• Where there is a legal requirement (e.g. Microchip companies)• Partner organisations – only if you have explicitly agreed. All third-party providers are bound by data protection obligations and must use your data only for agreed purposes.7. How we protect your dataWe use appropriate physical, technical, and organisational measures to safeguard personal information. These include secure storage, encryption, access controls, and staff/volunteer training in data protection. Paper forms are scanned and securely stored and cross-cut shredded monthly.8. Data retentionWe keep personal data only for as long as necessary to fulfil the purposes we collected it for, or as required by law and charity regulations. For example:• Donation and Gift Aid records – up to 6 years.• Volunteer or adoption application records – for the duration of involvement and a reasonable period thereafter.• Dog surrender records – for the lifetime of the dog as to our knowledge.• Marketing consents – until you withdraw consent.We regularly review our retention periods in line with our Data Retention Policy.9. Your rightsUnder UK GDPR, you have the right to:• Access – request a copy of the personal data we hold about you.• Rectification – request corrections to inaccurate or incomplete data.• Erasure – request deletion of your data, where lawful.• Restriction – request limited use of your data.• Portability – request a copy in a structured, machine-readable format (where applicable).• Object – to processing based on legitimate interests or direct marketing.• Withdraw consent – at any time, where processing is based on consent.To exercise your rights, contact us at info@pnuk.org.We may need to verify your identity before responding.10. International transfersPNUK normally store personal data within the UK. If data is transferred outside the UK (e.g. where a third-party provider hosts services internationally), we ensure appropriate safeguards are in place in line with UK GDPR.11. ComplaintsIf you have a concern about how we handle your data, please contact us at info@pnuk.org.You also have the right to complain to the Information Commissioner’s Office (ICO):• Website: www.ico.org.uk• Telephone: 0303 123 111312. Cookies and Website TrackingOur website uses cookies to enhance user experience and analyse traffic. These include:• Analytics cookies for usage patterns• Functional cookies for site performance You can manage cookies via your browser settings. Our website may contain links to external websites, plug-ins, or content from third-party services (e.g. YouTube, Facebook, PayPal, JustGiving, Jotform). These providers may set their own cookies when you interact with their content. We have no control over these cookies – please check the relevant third-party privacy/cookie policies. We do not use cookies to collect personal data or share information with third parties for marketing purposes. If you have any questions about our use of cookies, please contact: info@pnuk.org13. Updates to this policyWe may update this Privacy Policy from time to time to reflect changes in law, regulation, or our operations. Please check the website periodically for updates.

Poodle Network UK

Registered Charity Number 1163333

Policies and Procedures

Complaints Procedure

Data Protection, Privacy, and Retention Policy