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INTRODUCTION

Blesma The Limbless Veterans is committed to delivering a high standard of service to anyone who engages with our work.

1. Fundraising Complaints about Blesma

We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide your feedback by phone on 0208 548 3517 email adfundraising@blesma.org or, alternatively, you can write to the following address:

Blesma Associate Director of Fundraising, 185-185 High Road, Chadwell Heath, Essex RM6 6NA

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 you are not happy with the response you receive, you can escalate your concerns to Blesma Operations Director od@blesma.org who will consider the matter in more detail.

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Regulator, to consider it by:

Blesma The Limbless Veterans is registered with the Fundraising Regulator. Please note that the Fundraising Regulator can only consider complaints received within 2 months of Blesma’s final response. For full details of the Fundraising Regulator’s process please go to: https://www.fundraisingregulator.org.uk/make-a-complaint/complaints/

2. Non-Fundraising Complaints about Blesma

In all that we do we are keen to hear from anyone, whether Blesma Member or a member of the general public if you have a complaint for us. You can make a complaint to any staff member by telephone, email or letter.  Should you wish to use our general office details they are:

3. How we will action your complaint

Whatever the form, or whoever the recipient, of the initial complaint, all personal details, including the means of contact, and the form of contact (personal, telephone, social media, email, written) of both the complainant and the recipient will be noted. A record will be made of the date, time, substance of the complaint and how best to get back in touch with the complainant.

All complaints will be responded to within 20 working days, with an acknowledgment sent within 10 working days. Our aim will be to resolve the matter to the satisfaction of all parties.

If any complaint that suggests a beneficiary or a member of the general public is vulnerable, due to the actions of Blesma, including Blesma employees, this will be reported to the appropriate statutory authority, including the Police, by a Director of  Blesma immediately.

4. Unresolved complaints

Any complaint that is not resolved by the Executive of Blesma will be brought to the notice of Trustees, for Blesma Member initiated complaints, and for the general public to qualified third parties, for advice and if necessary, mediation or adjudication.