Blind Veterans UK Complaints Procedure

You are encouraged to raise concerns at any time directly with the person/ staff involved. He or she will try to resolve the problem with you and advise you if further action is needed. However, if you are unable to discuss your concerns at this level, or you are not happy with the outcome, you may wish to lodge a formal complaint. The following information explains how to do this.

Fundraising Activity

If you have comments relating to our fundraising activity, please email us at supporter.services@blindveterans.org.uk, call 0300 111 22 33 or write to:

Freepost RTLC-CLUG-GCXU
Supporter Services
Blind Veterans UK
12-14 Harcourt Street
London
W1H 4HD

For more information please read our Fundraising Complaints Policy.

Complaints about our service delivery

Formal Complaints

You may wish to lodge a formal complaint if:

•     Your concerns have not been satisfactorily resolved informally.

•     The informal process is not acceptable or appropriate to you, for whatever reason.

 How do I make a formal complaint?

•       Put your complaint on tape, email or in writing. Alternatively the relevant manager (see below) will be happy to speak to you and note your concerns.

•       Make it very clear what the complaint is and what you think should be done about it.

Below are details of who to contact about your complaint.

Brighton centre
Blind Veterans UK
Greenways
Ovingdean, Brighton
East Sussex
BN2 7BS

Contact for General Issues (Brighton centre)
Lesley Garven, Manager
Tel: 01273 307 811
Email: lesley.garven@blindveterans.org.uk

Contact for Residential or Nursing Care (Brighton centre)
Paul Cartwright, Residential Manager
Tel: 01273 39 1427
Email: paul.cartwright@blindveterans.org.uk

Llandudno centre
Blind Veterans UK
Queens Road
Llandudno, Conwy
LL30 1UT

Contact for General Issues (Llandudno centre)
Steve Boswell, Manager
Tel: 01492 868700
Email: steve.boswell@blindveterans.org.uk

Contact for Residential and Nursing Care (Llandudno centre)
Sophie Flinders, Registered Care Manager
Tel: 01492 868750
Email: sophie.flinders@blindveterans.org.uk

Complaints about services outside the centres should be addressed to:

John Sole
Practice Standards
Blind Veterans UK
12-14 Harcourt Street
London
W1H 4HD
Tel: 0207 616 7983
Email: John.Sole@blindveterans.org.uk

The Operations Practice Standards Manager will direct your complaint to the appropriate Director for investigation.

Blind Veterans UK Complaints Procedure

What will happen after I lodge my complaint?

You will receive a letter of acknowledgement, usually within three working days of the complaint being received. You may be asked to give more details of the complaint.  You may want to ask a friend, relative or other representative (such as an advocate) to speak on your behalf or to attend any meeting which may be required in connection with the complaint.

The Manager will investigate and address the complaint, and will write to you within ten days to advise you of the outcome.

What if I am not happy with the outcome?

If you are not happy with the outcome of the complaint, you need to advise the Manager who will refer the complaint to the relevant Director.  The Director will carry out further investigation of the matter and will write to you within ten days of the complaint being referred and advise you of the outcome.

What if I am still not happy with the outcome?

If the complaint has still not been resolved to your satisfaction, you need to advise the Chief Executive. The Chief Executive will refer the complaint to the Chairman of Blind Veterans UK. The Chairman will investigate the matter further and will write to you within one month of the complaint being referred to advise you of the outcome.

Is there anywhere else I can go?

The Care Quality Commission (CQC) is a public body responsible for regulating the standards of care provided in care homes in England, including Blind Veterans UK. In Wales this governing body is known as The Care and Social Services Inspectorate Wales (CSSIW).  If you are booked into care and are unhappy with the care service, you can make a complaint to the CQC or CSSIW at any time.

You may wish to discuss your concerns with an advocacy service, such as those provided by Age UK or Counsel and Care. Their contact details, along with those of the CQC and CSSIW are as follows:

Age UK (Head Office)
Astral House
1268 London Road
London
SW16 4ER
Tel: 0208 765 7200

Counsel and Care
Twyman House
16 Bonny Street
London
NW1 9PG
Tel: 0207 241 8555

Care Quality Commission (CQC)
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA
Tel: 0300 061 6161

Care and Social Services Inspectorate Wales (CSSIW)
CSSIW North Wales Region
Government Offices
Sarn Mynach
Llandudno Junction
LL31 9RZ
Tel: 0300 062 5609
Fax: 0300 062 5030
Email: cssiw.north@wales.gsi.gov.uk

AGGCC Rhanbarth Gogledd Cyrmu
Swyddfeydd Y Llywodraeth
Sarn Mynach
Cyffordd Llandudno
LL31 9RZ
Tel: 0300 062 5609
Fax: 0300 062 5030
Email: cssiw.north@wales.gsi.gov.uk