Whether you’re looking for health information, calling our helpline or raising valuable funds for us, you know that we meet the highest standards of service and support.
The Information Standard
All our new and reviewed health and social care information is produced under the Information Standard requirements:
- Accurate by only using the best available scientific evidence and sources in our material
- Current by reviewing and updating it at least every three years
- Easy to understand by using plain English with a clear, defined writing style and layout
- Relevant by involving patients in the review process and encouraging patient feedback
- Accessible by providing it in relevant formats and promoting its distribution
Our helpline is certified by the Helplines Association Quality Standard, which defines and accredits best practice.
You can call the helpline on 03000 030 555, Monday to Friday between 9am - 5pm or ask your question online.
The Fundraising Standards Board
We are a member of the Fundraising Standards Board, which means we follow a code of fundraising practice. The FRSB protects donors by ensuring charities and suppliers are accountable for their fundraising and by handling complaints.
British Medical Association
Our information about looking after someone with a lung condition won a BMA patient information award for long-term conditions. It was praised for being well-produced, in response to a need, and very well-laid-out.
If you are living with a lung condition, or know somebody who is, find out how we can support you.
Campaigner of the year
Our press and campaigns manager Alistair Martin was awarded by the Charity Staff Foundation for the BLF’s campaign to ban smoking in cars with children, which saw MPs vote in favour of the ban in 2014.
See how you can get involved with our campaigns.
Association of Medical Research Charities
We use a robust system to make decisions regarding the research projects that we fund. This system includes a rigorous peer review process. Peer review is an accepted means of assessing research quality; medical research charities use peer review to award grants so that their decision making is independent and transparent.
The validity of peer review is based on certain fundamentals: that there are no conflicts of interest between donors and recipients, and that the expert scientific review is high quality, independent and unbiased by any association between applicant and reviewer.
Every five years, our peer review systems are audited by the Association of Medical Research Charities (AMRC) and the BLF holds AMRC ‘best practice in medical and health research peer review’ certification.
How to make a complaint
We are committed to providing the highest possible quality of service to our supporters, but we know that sometimes things go wrong. If you have a complaint or criticism about the British Lung Foundation, please let us know so that we can make any necessary changes and prevent mistakes happening in the future.
We will always treat your complaint seriously, with sensitivity, discretion and understanding, and we will treat you fairly and with courtesy.
Statement of responsibility - Information Standard
The BLF holds responsibility for the accuracy of the information produced and neither the scheme operator, Capita, nor the scheme owner, NHS England, have any responsibility whatsoever for costs, losses or damages arising from inaccuracy of information or omissions in information published by the British Lung Foundation.