About us > Contact > Making a Complaint

Making a complaint

What to do if you have a complaint about the service or information you have received from the Bladder and Bowel Foundation (B&BF).

B&BF takes all complaints seriously and uses the process to help improve the services it offers or to put in place new procedures that address the issues raised. Hopefully we will be able to answer your concerns quickly.

All the staff at B&BF work hard to ensure that we always offer high standards of service and care at all times and to everyone who contacts us. Unfortunately sometimes things can go wrong. Should this happen, we will do everything we can to put things right and to make sure that the same thing doesn't happen again.

Making a Complaint

If you do have a complaint about any of the services or information provided by B&BF, it is best to try and sort it out straight away. The vast majority of complaints can be sorted out easily over the telephone. All telephone conversations are completely confidential, however, details outlining the nature of the complaint will be recorded by a member of staff in case the matter cannot be resolved straight away.

If the complaint is not resolved by a telephone conversation, then B&BF will write to you to acknowledge the complaint in writing within 14 working days of the telephone call. This letter will include a summary of your telephone conversation and confirmation that the complaint will be dealt with within 30 working days.

If you want to make a complaint and do not wish to first discuss this on the telephone, you can put your complaint in writing by post or email. All complaints received in writing will be acknowledged within 14 working days, confirming that we will seek to resolve the complaint within 30 working days.

What happens next

If you have made a complaint via the telephone, this will either be resolved straight away or you will be contacted within 14 working days to acknowledge your complaint. B&BF will then look into your complaint and respond to you in writing within 30 working days. However, it may take us longer to investigate your complaint fully, especially if the issues are complicated. If this happens, we will still write to you within 30 working days to update you on how the matter is progressing.

We will always do our best to give you a full reply as quickly as possible and if appropriate you will be told of any changes in practices or policy that will take place as a result of your complaint.

How to contact us:-

Discuss your complaint verbally by phoning 01536 533255.
Send us an email outlining the nature of your complaint.
Put your complaint in writing and send your letter to:-

Bladder and Bowel Foundation
SATRA Innovation Park
Rockingham Road
Kettering
Northants NN16 9JH

If you are not happy with the response you receive from B&BF you can take your complaint further and write to:-

The Chairman of the Board of Trustees
Bladder and Bowel Foundation
SATRA Innovation Park
Rockingham Road
Kettering
Northants NN16 9JH

Exceptions - The Fundraising Standards Board (FRSB)

If your complaint is in connection with a fundraising issue or is related to a breach of the Institute of Fundraising's Codes of Fundraising Practice or a breach of the Fundraising Promise, you should still address your complaint to B&BF in the first instance, following the advice above.

However, if you not satisfied with the response you receive from B&BF in respect of a fundraising complaint, you should then write to the Fundraising Standards Board within two months of receiving the response from B&BF.

For further information on the Fundraising Promise or to contact the Fundraising Standards Board please visit www.frsb.org.uk or phone 0845 402 5442.

Alternatively, you can write to:

Fundraising Standards Board
20 Albert Embankment
London SE1 7TJ