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.

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.

If you would like a copy of our Complaints, Comments and Compliments Policy please call us on 0300 111 22 33.

Data protection complaints

You can make a statutory data protection complaint if you are concerned that we have not handled your personal data in accordance with data protection law. For example, you may believe that:

  • a personal data breach has affected you

  • we have not kept your personal data secure

  • we have used your personal data in a way you did not expect

A statutory data protection complaint relates specifically to how Blind Veterans UK has handled your personal data. It is different from a complaint about our services or a member of staff.

If you tell us that you are making a statutory data protection complaint, either through our online form or when contacting us another way, we will acknowledge your complaint, investigate it and respond within 30 days.

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 111 22 33. Lines are open Monday to Friday, 9am to 5pm, excluding bank and public holidays.

Our online complaints form

Address Enter your postcode and click find address to search, then select your address from the list provided
For the best results, enter your house number and postcode
Which of the following best describes your relationship to the charity? You can choose more than one option. This helps us direct your complaint to the right person.
Please explain what happened in your own words and provide any information you feel is relevant or may be helpful.
Tick this box only if you believe we have not handled your personal data in accordance with data protection law. This could include concerns about a personal data breach, the security of your information or how we have used it. This does not include requests to stop receiving marketing communications. To update your marketing preferences, please call or email us.
If you’re raising this complaint for someone else, we will need their details. By ticking this box you are confirming they are happy for you to act on their behalf.
This form is protected by reCAPTCHA, see our privacy policy and terms of use for details.

Complaints procedure

What will happen after I lodge my complaint?

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.

What if I am still not happy with the outcome of my complaint?

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.

If I am still not happy with the outcome, is there anywhere else I can go?

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.

A group of Blind Veteran Ambassadors at Manchester Piccadilly Station

Help & info

Find out what we do for veterans, if you're eligible for our support, and get advice on dealing with sight loss.

A photo of blind veteran Peter using a phone

Support us

We need your help to change blind veterans' lives. Find out more about how you can donate, fundraise or volunteer.

Charity supporter Dominic smiling as he runs along a crowd, wearing a Blind Veterans UK vest and holding his hand out to wave as he passes