At Blatchington Court Trust we welcome and value feedback. Feedback allows us to learn from our successes and mistakes and allows us to continually improve the services and standards we provide. If you are not satisfied with any aspect of your experience with our services, policies or conduct we’d like to hear about it.
This policy outlines how we will respond to complaints and feedback in a professional, constructive, and fair manner and how we will aim to resolve them as swiftly as possible. We are committed to treating complaints seriously, sensitively, and with discretion and understanding.
Complaints Policy
We seek to ensure that:
We provide a fair complaints procedure which is clear and easy to use, with several options for you to contact us
Complaints are acknowledged, investigated and resolved as timely as possible
We listen thoroughly to all feedback to help us to review and improve our services
The details of complaints are kept confidential as far as it is appropriate to do so
How can I complain?
If you would like to make a complaint to RNIB, you can contact us using any of these options:
Call: 01273 727222
E-mail: info@blatchingtoncourt.org.uk, with the subject line “FEEDBACK” or “COMPLAINT”
By post: Blatchington Court Trust, 6a Hove Park Villas, Hove, BN3 6HW
What happens to my complaint?
All feedback will receive an acknowledgement within 20 working days. If the nature of your complaint requires us to investigate
further, we will let you know of any progress and how long it will take to resolve.
Can I take my complaint further?
We will always try to resolve your concerns fully, but if you are not happy with our response to your complaint you can seek external advice. You may also wish to contact The Charity Commission, listed below.
Without support from the general public we could not continue our work. We really do appreciate the opportunity to discuss any complaints to help us learn and improve our services wherever possible.
The Charity Commission
PO Box 1227
Liverpool, L69 3UG Phone: 0845 300 0218 Website: www.charity-commission.gov.uk