We aim to provide a high quality service in all areas, but we recognise that sometimes things can go wrong.
Your views are very important to us and we take all feedback we receive very seriously. We appreciate all your comments as they give us an opportunity to learn and improve.
A complaint is an expression of dissatisfaction with the BLF, any services or information we provide, and/or the behaviour of any member of staff. We will treat every complaint seriously, with sensitivity, discretion and understanding. We will treat you with courtesy and fairness.
We're committed to ensuring that:
- You can make comments, criticism or complaints as openly and easily as possible.
- You can complain by letter or email.
- Your complaint will be investigated thoroughly and sympathetically.
- Your complaint will be treated seriously, following an agreed procedure, as part of our commitment to quality services and continuous improvement.
- Your complaint will receive a full response within the shortest possible time.
- Your complaint will be recorded, monitored and used to inform and enhance future practice.
- Respond in writing within five working days of acknowledging receipt of your complaint.
- Investigate your complaint and send you a written response within twenty working days of receiving your complaint.
We are a charity with limited resources and we must use these in the best way possible. This means that there may be rare occasions when we chose not to respond to a complaint at all. If this is the case we will always inform you. This may occur when:
- The complaint does not relate directly to something that the BLF has done or it relates to something that we are not in a position to comment on.
- Someone unreasonably pursues a complaint that has already been investigated in line with the BLF complaints procedures. In this case we may choose not to reply again.
- A complainant is being abusive, prejudiced or offensive.
- A complainant is harassing a staff member.
- A complaint is incoherent or illegible.
- A complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we will chose whether it is necessary for us to reply or not.
We will investigate anonymous complaints and use the information to improve in any way that we can.
How can I complain?
If you are a volunteer please speak to the volunteer coordinator in the first instance and ask for a copy of the BLF volunteer problem solving procedure.
If something goes wrong or you are unhappy with an aspect of our work, your first course of action should be to raise your complaint informally with the person or service concerned. They will often be able to put things right quickly.
If you are not satisfied with the outcome of the initial investigation into your complaint and you feel the matter has not been resolved, then you can make a more formal complaint. You can make this to Craig Puncher, the complaints officer. The complaints officer has responsibility for ensuring that complaints about the charity are recorded and handled appropriately. When making your complaint you should state clearly and briefly:
- What went wrong
- When and where it happened
- Who was involved
- What you want from your complaint
- Your name, address and contact details (telephone and/or email)
You can send an email (marked 'complaint') to email@example.com or write a letter to:
British Lung Foundation
73-75 Goswell Road
The complaints officer or the person allocated to investigate your complaint will follow BLF’s agreed procedure to make sure that it is dealt with effectively. You will receive a written acknowledgement within five working days of your complaint being received. We may need to ask you some questions and to seek information from others. An investigation will be carried out and you will be sent a written response within twenty working days of BLF receiving your complaint. This response will inform you of any action we will take and of any general action we plan to take to improve our services in the future.
If at any stage we think that the complaint investigation will take longer we will let you know and we will give you written updates every twenty working days. This may be the case if the complaint investigation is complex or it requires the collection of statements from multiple people.
We really hope that our complaints officer is able to resolve your complaint in an honest, open and satisfactory way, however if you remain dissatisfied with the outcome of your complaint or the way in which it has been managed, you should send an email (marked 'complaint') to firstname.lastname@example.org or write a letter to:
Ms Judith Edward
Director of Finance and Corporate Services
British Lung Foundation
73-75 Goswell Road
Again you will receive a written acknowledgement from us within five working days of your complaint being received. Your complaint will be investigated and you will receive a final response within twenty working days.
Who else can help?
If your complaint is to do with fundraising and you feel that it has been unresolved by us then the Fundraising Regulator can conduct an independent investigation. This needs to be done within two months of our final response.
The Fundraising Regulator is an independent organisation. The BLF, as a member, is committed to the highest standards in fundraising.
We follow the fundraising code of practice and its associated rulebooks for street, door and private site fundraising. Outlining the standards expected of all charitable fundraising organisations across the UK. More information can be found on the Fundraising Regulator website.
2nd Floor, CAN Mezzanine Building
49-51 East Road
London, N1 6AH
Telephone 0300 999 3407
Or complete the online complaints form on the Fundraising Regulator website
We treat all comments and complaints as an opportunity to improve. We are happy to acknowledge the mistakes that we have made, sincerely apologise for them and then try to prevent them from happening again in the future.
Thank you for helping us to provide a better service.