HOME / ABOUT / FEEDBACK & COMPLAINTS
Tell us what you think
Good or bad, we want to hear it. It helps us get better.
HOME / ABOUT / FEEDBACK & COMPLAINTS
Tell us what you think
Good or bad, we want to hear it. It helps us get better.
CHOOSE ONE
What would you like to do?
CHOOSE ONE
What would you like to do?
OTHER WAYS TO TELL US
Tell us in the way that suits you
In person
Talk to any of the team at a Hub or the Mobile Hub.
By email
By post
BLOT, 48a Fore Street, Bugle, St Austell, Cornwall, PL26 8PE
Someone can help you
A family member, carer, advocate or support worker can tell us for you, with your permission.
In a format that suits you
Ask for easy read or another format. You can reach us through Relay UK (dial 18001 before our published number). We don't currently offer a dedicated BSL service or hearing loop.
OTHER WAYS TO TELL US
Tell us in the way that suits you
In person
Talk to any of the team at a Hub or the Mobile Hub.
By email
By post
BLOT, 48a Fore Street, Bugle, St Austell, Cornwall, PL26 8PE
Someone can help you
A family member, carer, advocate or support worker can tell us for you, with your permission.
In a format that suits you
Ask for easy read or another format. You can reach us through Relay UK (dial 18001 before our published number). We don't currently offer a dedicated BSL service or hearing loop.
HOW WE HANDLE COMPLAINTS
Three simple steps
1
Talk to us first. Most things can be put right quickly. We aim to reply within 1 working day, and up to 3 when we’re busy.
2
We’ll acknowledge it within 5 working days and reply in full within 20 working days. If we need longer, we’ll tell you why and give you a new date.
3
If you’re still not happy, ask us within 20 working days and a BLOT director who wasn’t involved will look at it again. We aim to give you the review decision within 15 working days.
Your message
HOW WE HANDLE COMPLAINTS
Three simple steps
1
Talk to us first. Most things can be put right quickly. We aim to reply within 1 working day, and up to 3 when we’re busy.
2
We’ll acknowledge it within 5 working days and reply in full within 20 working days. If we need longer, we’ll tell you why and give you a new date.
3
If you’re still not happy, ask us within 20 working days and a BLOT director who wasn’t involved will look at it again. We aim to give you the review decision within 15 working days.
Your message
OUR PROMISE
Speaking up won’t affect your support
Our commitments when you give feedback or complain.
✓
You’ll be treated fairly and with respect.
✓
Complaining will never affect the help you get from BLOT.
✓
We only share your complaint with the people who need to deal with it.
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You can stay anonymous, but then we can’t reply to you.
✓
Compliments are passed on to the people you mention.
✓
We use what you tell us to improve, and share what we learn with our team and directors.
OUR PROMISE
Speaking up won’t affect your support
Our commitments when you give feedback or complain.
✓
You’ll be treated fairly and with respect.
✓
Complaining will never affect the help you get from BLOT.
✓
We only share your complaint with the people who need to deal with it.
✓
You can stay anonymous, but then we can’t reply to you.
✓
Compliments are passed on to the people you mention.
✓
We use what you tell us to improve, and share what we learn with our team and directors.
STILL NOT HAPPY?
Other organisations that can help
Please use our process first. These organisations will usually ask if you have.
About how we’ve used your personal data
Tell us first. We’ll acknowledge a data protection complaint within 30 days, as the law now requires. If you’re still unhappy, contact the Information Commissioner’s Office.
About BLOT as a Community Interest Company
The Regulator of Community Interest Companies looks at concerns about whether a CIC is meeting its community purpose. It isn’t for everyday service complaints.
gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies
About our fundraising
BLOT is registered with the Fundraising Regulator. If your complaint is about our fundraising and you have used our process first, you can contact them.
About someone’s safety
Please don’t wait. Read our Safeguarding page for who to contact, or call 999 if someone is in danger.
Safeguarding pageSTILL NOT HAPPY?
Other organisations that can help
Please use our process first. These organisations will usually ask if you have.
About how we’ve used your personal data
Tell us first. We’ll acknowledge a data protection complaint within 30 days, as the law now requires. If you’re still unhappy, contact the Information Commissioner’s Office.
About BLOT as a Community Interest Company
The Regulator of Community Interest Companies looks at concerns about whether a CIC is meeting its community purpose. It isn’t for everyday service complaints.
gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies
About our fundraising
BLOT is registered with the Fundraising Regulator. If your complaint is about our fundraising and you have used our process first, you can contact them.
About someone’s safety
Please don’t wait. Read our Safeguarding page for who to contact, or call 999 if someone is in danger.
Safeguarding page