HOME / COMPLAINTS POLICY
Complaints policy
Last updated: 4 November 2026
HOME / COMPLAINTS POLICY
Complaints policy
Last updated: 4 November 2026
Who can use this policy
Anyone who uses BLOT’s services, their family, carer or advocate (with their permission), our volunteers, our partners, donors and members of the public. Complaining will never affect the support you get from BLOT.
What you can tell us about
- Our services, Hubs and Mobile Hub
- How a member of staff, volunteer or director behaved
- Information on our website or leaflets
- How we have used your personal information
- Our fundraising
How to complain
In person at a Hub, by phone, by email, by post or using our feedback form. You can ask someone to complain on your behalf, and we accept anonymous complaints. If you need Easy Read, a translation or another format, just ask.
If your complaint involves either of our Co-CEOs, please email Tracie, our independent Board Director, at tracie@blotcic.org so that it is handled independently.
How we handle a complaint
| Stage | What happens | When |
|---|---|---|
| 1. Talk to us | We try to put things right straight away | As soon as we can |
| 2. Formal complaint | A named person who was not involved investigates and writes to you with the outcome | Acknowledged within 5 working days; full reply within 20 working days (we tell you if we need longer) |
| 3. Independent review | A BLOT director who was not involved reviews the decision | Ask within 20 working days of our reply; review decision within 15 working days |
Data protection complaints
If your complaint is about how we used your personal information, we will acknowledge it within 30 days and tell you the outcome, as the law requires.
Safety concerns
If you’re worried about someone’s safety, this isn’t handled as a complaint. Please see our Safeguarding page. If someone is in danger, call 999.
Confidentiality
We only share your complaint with the people who need to deal with it, and we keep records securely and only for as long as we need them.
Learning from complaints
Our directors look at anonymised complaints and feedback every quarter, so we can improve.
If you’re still not happy
About personal information: the Information Commissioner’s Office, ico.org.uk, 0303 123 1113. About BLOT’s status as a Community Interest Company: the Regulator of Community Interest Companies. About fundraising: the Fundraising Regulator, fundraisingregulator.org.uk, once you have used our process.
BLOT is the trading name of Bugle Library of Things CIC, a Community Interest Company registered in England and Wales. Company Number: 12846276. Registered Office: 48a Fore Street, Bugle, St Austell, Cornwall, PL26 8PE.
Who can use this policy
Anyone who uses BLOT’s services, their family, carer or advocate (with their permission), our volunteers, our partners, donors and members of the public. Complaining will never affect the support you get from BLOT.
What you can tell us about
- Our services, Hubs and Mobile Hub
- How a member of staff, volunteer or director behaved
- Information on our website or leaflets
- How we have used your personal information
- Our fundraising
How to complain
In person at a Hub, by phone, by email, by post or using our feedback form. You can ask someone to complain on your behalf, and we accept anonymous complaints. If you need Easy Read, a translation or another format, just ask.
If your complaint involves either of our Co-CEOs, please email Tracie, our independent Board Director, at tracie@blotcic.org so that it is handled independently.
How we handle a complaint
| Stage | What happens | When |
|---|---|---|
| 1. Talk to us | We try to put things right straight away | As soon as we can |
| 2. Formal complaint | A named person who was not involved investigates and writes to you with the outcome | Acknowledged within 5 working days; full reply within 20 working days (we tell you if we need longer) |
| 3. Independent review | A BLOT director who was not involved reviews the decision | Ask within 20 working days of our reply; review decision within 15 working days |
Data protection complaints
If your complaint is about how we used your personal information, we will acknowledge it within 30 days and tell you the outcome, as the law requires.
Safety concerns
If you’re worried about someone’s safety, this isn’t handled as a complaint. Please see our Safeguarding page. If someone is in danger, call 999.
Confidentiality
We only share your complaint with the people who need to deal with it, and we keep records securely and only for as long as we need them.
Learning from complaints
Our directors look at anonymised complaints and feedback every quarter, so we can improve.
If you’re still not happy
About personal information: the Information Commissioner’s Office, ico.org.uk, 0303 123 1113. About BLOT’s status as a Community Interest Company: the Regulator of Community Interest Companies. About fundraising: the Fundraising Regulator, fundraisingregulator.org.uk, once you have used our process.
BLOT is the trading name of Bugle Library of Things CIC, a Community Interest Company registered in England and Wales. Company Number: 12846276. Registered Office: 48a Fore Street, Bugle, St Austell, Cornwall, PL26 8PE.