Complaints procedure
When things go wrong, we want the opportunity to put it right. We take all complaints seriously and aim to resolve them as quickly as possible.
We will acknowledge your complaint within three working days of receiving it. While we endeavour to resolve issues promptly, there may be times when we need additional information or more time to investigate your complaint thoroughly. In such cases, we will maintain regular contact and aim to fully resolve and respond to your complaint.
If your complaint is related to data protection, we will confirm receipt and respond within 30 days.
To assist you properly please kindly provide us with your full name address and your contact details including telephone number or email address. You can either write, email, telephone or fill in our online form.
As part of our complaints procedure, we keep a record of all complaints received, including relevant information about you as the complainant. For more details, please refer to our privacy policy.
How to complain
Write to us
Blind Veterans UK
York House
Wetherby Road
YORK
YO26 7NH
Email us
supporter.services@blindveterans.org.uk
Call us
Phone us on 0300 11122 33. Lines are open Monday Friday 9:00AM till 5:00PM excluding bank and public holidays.
Complaints procedure
You will be contacted within three working days of the complaint being received unless otherwise specified. You may be asked to give more details of the complaint. You may want to ask a friend relative or other representative to speak on your behalf or to attend any meeting which may be required in connection with the complaint. Upon being contacted you will be advised of how your complaint will be handled.
If you remain dissatisfied with the result of the complaints process, then you can appeal in writing explaining why you are dissatisfied. This must be done within 28 days of receiving the response. Your complaint will be passed to a Director in the organisation and they will respond to you in writing.
You may wish to discuss your concerns with an advocacy service such as those provided below.
Care Quality Commission (CQC)
151 Buckingham Palace Road
London
SW1W 9SZ
Tel: 03000 61 61 61
Website: Care Quality Commission
Age UK (Head Office)
7th Floor Tavis House
1-6 Tavistock Square
London
WC1H 9NA
Tel: 0800 169 80 80
Website: Age UK
Information Commissioner's Office
Wycliffe House, Water Lane,
Wilmslow,
Cheshire,
SK9 5AF
Tel: 0303 123 1113
Website: For the public | ICO
Fundraising Regulator
50 Featherstone Street,
London, EC1Y 8RT
Tel: 0300 999 3407
Website: Fundraising Regulator
Citizens Advice
3rd Floor, 1 Easton Street,
London, WC1X 0DW
Tel: 0800 144 8848
Website: Citizens Advice
Read more
About us
Find out about what our charity does, who we are and the impact we have on blind veterans' lives.
Help & info
Find out what we do for veterans, if you're eligible for our support, and get advice on dealing with sight loss.
Support us
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You can change your contact preferences at any time by calling us on 0300 111 2233 or emailing us. See our privacy policy for more details.