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Complaints Policy

The views of our supporters are very important and we take every complaint seriously. We aim for high standards in all our work, but realise that sometimes we may get things wrong and some people may not agree with everything that we do.

All feedback helps us to improve our services, and we welcome the opportunity to improve services for those affected by liver disease and improve our communication to you.

We promise to take all complaints seriously and to deal with them in a timely manner.

How to Complain

Stage 1 – Fundraising Manager

You may let us know about your complaint by email, post or over the telephone.

Email: complaints@britishlivertrust.org.uk

Post:

Fundraising Manager
British Liver Trust
6 Dean Park Crescent
Bournemouth
BH1 1HL

Telephone: 01425 481320

We will aim to resolve the issue as quickly as possible. You can expect us to respond within the following timescales:

  • Emails – will be acknowledged within 48 hours and you will receive a full response within 10 working days
  • Letters – we aim to provide a full response to letters within 10 working days; for more complex issues we will acknowledge your letter within 5 working days and provide a full response within 15 working days
  • Telephone calls: you will receive a full response within 10 working days

Stage 2 – Finance and Operations Director

If for any reason your complaint has not been resolved to your satisfaction at Stage 1, please contact our Finance and Operations Director by writing to them at the above address (6 Dean Park Crescent, Bournemouth BH1 1HL).

Please explain clearly why you feel that your complaint has not been properly resolved and what it is you want the charity to do.

The same response times will apply as at Stage 1.

Stage 3 – Appeal Panel

If you are still not satisfied with our response, please inform the Fundraising Manager, who will pass your complaint to the Chief Executive, who will set up an appeal panel. The panel, comprising no fewer than three senior members of staff or Trustees, will meet to review the complaint within the next 15 working days.

The Chief Executive will then contact you with the panel’s conclusions within 10 working days of the panel’s review.

Stage 4 – Taking your complaint outside British Liver Trust

In the event that you remain dissatisfied with the response you have received, you are entitled to take your complaint to the Fundraising Regulator: http://www.fundraisingregulator.org.uk/make-a-complaint/complaints/.

This is an independent body that works to ensure that charities raising money from the public do so honestly and properly.

British Liver Trust is committed to abide by any decision they reach on complaints which are escalated to them.

Contact details can be found on their website here: http://www.fundraisingregulator.org.uk/contact-us/