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Complaints procedure

Last updated on 05 November 2014

British Tinnitus Association (BTA) Complaints Procedure

Introduction

The British Tinnitus Association (BTA) is committed to being a world leader in support and advice about tinnitus. To ensure we achieve this any complaint will be handled efficiently and expediently.

Mission Statement

The British Tinnitus Association strives to be the primary source of support and information for people with tinnitus and their carers in the UK and to advocate on their behalf.

We aim to encourage prevention through our educational programme and to seek effective management of head noise through a medical research programme. 

Strategic priorities

  1. Raising awareness of tinnitus and role of the BTA in supporting the tinnitus community and the public at large
  2. Enhancing influence with policy makers, health professionals and relevant industries.
  3. Pursuing opportunities for enhanced effectiveness through collaboration and partnership.
  4. Helping to promote and implement scientific and clinical studies of tinnitus
  5. Encouraging and promoting the provision of sufficiently trained people for the treatment of those with tinnitus.

What can you complain about?

You can complain if you think that:

  • the service we provided was not to the standard expected
  • your enquiry has not been handled appropriately
  • wrong or inaccurate information has been given to you
  • we have not treated you with courtesy and respect
  • we have discriminated against you or not treated you fairly
  • we did not meet the terms and conditions we set out for the service.

You are able to make a complaint directly or indirectly, through a third party.

How to make a complaint

This section details how to complain about the different services the BTA offers.

1. Complaining about the helpline service

If you wish to complain about the helpline service during the call, we will try to resolve the issue to your satisfaction. If you continue to be unhappy with the service, you will be informed of the complaints procedure.

If we are unable to satisfactorily respond to your complaint, you will be asked to make a formal complaint in writing to 

Freepost RTKJ-RUYE-LRKR

British Tinnitus Association

Unit 5

Acorn Business Park

Woodseats Close

Sheffield

S8 0TB

or in an email to info@tinnitus.org.uk

The Chief Executive will then deal with the complaint. He will investigate the circumstances and report back to you.

We understand the importance of dealing with complaints swiftly:

  • We will respond to all complaints within five working days.
  • If enquiries need to be made we will undertake these speedily and report back within 10 working days from receiving the complaint.
  • If action needs to be taken we will do this within 4 weeks.
  • Where appropriate we will report back to you about action taken as soon as possible and always within 20 working days.

Accurate records of all communication that takes place will be kept along with copies of all correspondence.

If you remain dissatisfied with the outcome, you may request to forward the complaint to a Trustee. He/she will then investigate the complaint further and report back to you within ten working days.

If you wish to complain following a call to the helpline, please make a formal complaint in writing, and the procedure above will be followed.

2. Complaining about our published information

This section applies if you wish to complain about:

  • Information on any area of our website
  • Quiet magazine
  • Information contained within our Information Leaflets
  • Content on our Facebook page
  • An e-mail response from a member of BTA staff
  • A letter you have received from the BTA
  • Any other information published by the BTA in either paper or electronic format

If you wish to make a complaint about any information published by the BTA, please contact the Communications Manager in the first instance. This can be done in writing, via e-mail or over the phone by the means explained in the ‘Getting In Touch’ section. The Communications Manager will then seek to respond to your complaint within five working days, and keep you informed of how this is addressed.

If the Communications Manager is unable to satisfactorily respond to your complaint, you will be asked to make a formal complaint in writing to BTA, FREEPOST NEA 13451, Sheffield S8 0WF or in an email to info@tinnitus.org.uk

The Chief Executive will then deal with the complaint. He will investigate the circumstances and report back to you.

We understand the importance of dealing with complaints swiftly:

  • We will respond to all complaints within five working days.
  • If enquiries need to be made we will undertake these speedily and report back within 10 working days from receiving the complaint.
  • If action needs to be taken we will do this within 4 weeks.
  • Where appropriate we will report back to you about action taken as soon as possible and always within 20 working days.

Accurate records of all communication that takes place will be kept along with copies of all correspondence.

If you remain dissatisfied with the outcome, you may request to forward the complaint to a Trustee. He/she will then investigate the complaint further and report back to you within ten working days.

3. Complaining about sale of goods, membership or conference/training places

In the first instance, please refer to the Terms and Conditions of Sale. These can be found on our website, www.tinnitus.org.uk

If you feel these Terms and Conditions have not been adhered to, please make a formal complaint in writing to BTA, FREEPOST NEA 13451, Sheffield S8 0WF or in an email to info@tinnitus.org.uk

The Chief Executive will then deal with the complaint. He will investigate the circumstances and report back to you.

We understand the importance of dealing with complaints swiftly:

  • We will respond to all complaints within five working days.
  • If enquiries need to be made we will undertake these speedily and report back within 10 working days from receiving the complaint.
  • If action needs to be taken we will do this within 4 weeks.
  • Where appropriate we will report back to you about action taken as soon as possible and always within 20 working days.

Accurate records of all communication that takes place will be kept along with copies of all correspondence.

If you remain dissatisfied with the outcome, you may request to forward the complaint to a Trustee. He/she will then investigate the complaint further and report back to you within ten working days.

Getting in touch

If you wish to make a complaint, please do so using the following methods:

Post: BTA, FREEPOST NEA 13451, Sheffield S8 0WF

Fax: 0114 258 2279

Email: info@tinnitus.org.uk

Tel: 0114 250 9933

Making the complaints procedure known

  • All staff will be given a copy of the procedure when they join the BTA.
  • We will ensure that all staff are trained and able to give information about the complaints procedure if asked.
  • The complaints procedure is available in full via the BTA’s web site, www.tinnitus.org.uk