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Our complaints policy

British Wireless for the Blind Fund is committed to delivering a high standard of service to anyone who engages with our work.

If you feel we have fallen short of the high standards we set ourselves, please contact us by phone on 01622 754757, by email or by post to British Wireless for the Blind Fund, 10, Albion Place, Maidstone. Kent ME14 5DZ.

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

If we are unable to resolve your complaint to your satisfaction, you can ask the Fundraising Standards Board, the self-regulator for fundraising in the UK, to consider it by:

Submitting your complaint through the FRSB website
Writing to Fundraising Standards Board, 65 Brushfield Street, London E1 6AA
Calling 0333 321 8803

British Wireless for the Blind Fund is a member of the Fundraising Standards Board and we agree to abide by its decisions. Please note that the Fundraising Standards Board can only consider complaints received within three months of the original incident.

The Fundraising Standards Board will investigate your complaint within 20 working days of receiving it and if you are not satisfied with its conclusions, you can request that its Board of Directors look at it again. Their decision will be made within 60 calendar days, will be final and will be made public.

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