About Us

Comments and complaints

Summary: Information about how to send us your comments and complaints.

• Getting it right
• Get in contact
• What happens next
• Customer Charter

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RNIB's aim is to provide quality services for blind and partially sighted people. We welcome your comments or complaints about our services. You can help us understand where we need to improve.

Getting it right

We always want to improve, but we need your help. Please tell us when you think we’ve done well, or when we’ve failed to live up to our promises. We will listen to your comments and learn from our mistakes. If you tell us something is wrong we will follow our complaints procedure. We will:

• keep a copy of your comments
• tell the right people in RNIB
• let you know what action we have taken
• try to resolve any complaint as soon as possible
• explain our complaints procedure.

Get in contact

You can make a comment or complaint in any way that suits you: by telephone; in writing; in braille; via email; on tape; in person or through someone acting for you.

You should directly contact the service or part of RNIB you have been dealing with.

If you are unsure who to speak to, the RNIB Helpline (helpline@rnib.org.uk or 0845 766 9999 / 00207 388 2525) may be able to help you. Some callers may find it cheaper to call a landline, so we have detailed both 08 prefixed numbers and landline equivalents where available.

For comments or complaints about products and publications contact Customer Services, email cservices@rnib.org.uk or telephone 0845 702 3153 / 01733 375 350 or minicom 0845 758 5691.

See other ways to contact us.

What happens next

We will do all that we can to resolve your complaint to your satisfaction. We aim to settle your complaint within seven working days. If possible we will deal with it more quickly, if we think it will take longer we will let you know.

Our response to you will detail the action we have taken to resolve your complaint, and will explain how you can take the matter further if you wish to.

Customer Charter

Our promise to you:

RNIB works to create a better world for people who are blind or partially sighted, and for people experiencing sight loss. We are committed to equal opportunity. We aim to provide all our customers with a high quality service. We invite you to tell us when we get it right and when we get it wrong so that we can continue to improve.

We promise to:

• Treat you with courtesy, fairness and respect.
• Listen to what you say.
• Communicate in plain language and provide an interpreter where requested.
• Give you information in your preferred format eg print, large print, braille, tape, or disc.
• Provide you with a prompt response and tell you who else can help.
• Ask for your views on our services.
• Keep your personal information confidential to RNIB unless you have given us permission to share it.

Content author: Rachel.Paterson@rnib.org.uk

Last updated: 06/03/2008 15:41