Feedback and Complaints
Middlesex Association for the Blind (MAB) is dedicated to delivering exceptional services to people with sight loss across nine London boroughs and to those who generously support our mission through donations and volunteering.
We value all feedback as it helps us learn, grow, and continuously enhance our services. If any aspect of our service, policies, or conduct falls short of your expectations, we want to hear from you.
Our Commitment to You
MAB is committed to handling all feedback and complaints with professionalism, fairness, and sensitivity. We promise to:
- Provide a clear, accessible complaints process with multiple ways to reach us
- Acknowledge, investigate, and respond to complaints promptly
- Listen carefully to all feedback to improve our services
- Handle all complaints with appropriate confidentiality and discretion
- Treat every complainant with respect and understanding
How to Contact Us with Your Feedback
You can share your feedback or make a complaint using any of these methods:
What Happens After You Contact Us?
We take all feedback seriously and follow a structured process:
- Acknowledgment: You will receive confirmation of your complaint within 3 working days
- Investigation: We aim to provide a full response within 20 working days
- Updates: If your complaint requires extended investigation, we will keep you informed of our progress and expected timescales
- Resolution: We will work with you to find a satisfactory resolution
If You’re Not Satisfied with Our Response
While we strive to resolve all concerns effectively, if you remain dissatisfied with our response, you have the right to seek independent advice:
For Fundraising-Related Complaints:
2nd Floor, CAN Mezzanine Building
49-51 East Road, London, N1 6AH
Phone: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk
Website: www.fundraisingregulator.org.uk
For Other Charitable Activities:
PO Box 1227
Liverpool, L69 3UG
Phone: 0300 066 9197
Website: www.gov.uk/charity-commission
Your Feedback Matters
The support and trust of our community enables us to continue our vital work supporting people with sight loss. We genuinely appreciate every opportunity to listen, learn, and improve our services. Your feedback helps us serve our community better.
Middlesex Association for the Blind | Registered Charity No. 207007
