Compliments & Complaints

If you are happy with the service you have received from us, please tell us! We will make sure your compliments and comments are passed on to the people concerned. We also welcome your comments on how we might improve our services. They will be acknowledged and given careful consideration.

Complaints

If you have been unhappy with:

• The quality of service you have received.
• Delay in providing you with information requested.
• Or anything else to do with our services, please let us know.

We would like the opportunity to put it right. We will respond to your complaint as promptly as possible — we aim to acknowledge all complaints within two working days. Your complaint will be investigated fully and you will receive a reply within 20 working days.

However if your complaint is complicated, we may need longer to investigate it. If we do, we will tell you, explaining the reasons for the delay and advising you of when you can expect an outcome.

If you are not satisfied with the response to your complaint you have the right to appeal. You will be asked to say why you remain unhappy and what you feel should happen to put your complaint right.

You will be invited to put your complaint to a panel of three people who have not previously been involved. The panel will investigate and their decision will be final.

Please send us full details of your compliment, comment or complaint, and remember to include the following: Your name, address, telephone number, date and full details of your compliment, comment or complaint.

All complaints will be treated in a serious manner following our agreed procedures and as part of our commitment to quality services.

People who contact the BDRC or use its services are assured that their privacy and confidentiality will be respected. These are defined in the Data Protection Act 1998.

You can also compliment, make suggestions or complaints by telephone, minicom or email.

Contact

Louise Simmons - Chief Executive
BDRC
Bierton Road
Yardley
Birmingham B25 8PQ
Voice: 0121 789 7365
Minicom: 0121 789 9230
Fax: 0121 785 0104
Email: bdrc@disability.co.uk
Web: www.disability.co.uk