BNRRN’S COMPLAINTS PROCEDURE

BNRRN aims to provide high quality services that meet your needs. We believe we achieve this most of the time and if we are getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with the organisation.

• If you are not happy with BNRRN please tell us

• f you are unhappy about any BNRRN service, please speak to the relevant staff member or Chief Executive.

If you are unhappy with an individual at BNRRN sometimes it is best to tell him or her directly but if you feel this is difficult or inappropriate then speak to the staff member's manager or to the Chief Executive.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chief Executive. (If your complaint is about the Chief Executive, please write to the Chair of the board of trustees.)

All written complaints will be logged. You will receive a written acknowledgement within five working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

We will then keep you informed about progress every 10 -15 working days.

If after we have responded you are not satisfied, please write to the Chief Executive or the Chair. If the complaint cannot be resolved, the Chair will report the matter to the next Board meeting, which will decide on any further steps.

Please also let us know if you are happy with BNRRN’s services.

All complaints will be treated confidentially.

All correspondence should be sent to:
BNRRN 18a Victoria Park Square London E2 9PB
Our telephone number is 020 8981 3003