Introduction

The British Tinnitus Association (BTA) have a vision. We want “A world where no one suffers from tinnitus.” To achieve this, we have a mission and values. Our values are:

Care - we will attend to the needs of our community with empathy and kindness
Integrity - we will treat everyone as we would want them to treat us - with fairness,openness and honesty and
Trust - we will be objective and up to date, basing what we do and say on evidence
Boldness - we will generate, test and implement new ideas.

We try to ensure we act according to our values at all times. Sometimes we may fall short of your expectations. When that happens, we would like you to tell us, so that we can put things right, and learn for the future.

We promise that we will respond to any complaint efficiently and speedily.

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 someone else can make the complaint on your behalf although we will need to see that they have your permission to do so.

How to make a complaint

How to make a complaint varies according to the service you wish to complain about.

The helpline


If you are unhappy with how your helpline call is going, please explain this to the person taking your call, and they will try to resolve the issue. If you continue to be unhappy with the service, they will explain to you the next steps you can take.

Our published information


This 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 social media pages
  • 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 our Communications Manager. This can be done in writing, via e-mail or over the phone using the details below. They will then respond within five working days and let you know how your complaint is being addressed.

BTA events and training

If you are unhappy with any aspect of a BTA event or training, please take to the event manager on the day, and they will try to resolve the issue. If you are not happy with their response, they will explain to you the next steps you can take.

If you think that we have not kept to our Terms and Conditions for the event, please contact our Events Manager. This can be done in writing, via e-mail or over the phone using the details below. They will then respond within five working days and let you know how your complaint is being addressed.

Products and membership

Your issue may be covered by the procedures in our Terms and Conditions of Sale (to be found on our website or in our Products for tinnitus brochure).

If you think that we have not kept to our Terms and Conditions, please contact our Head of Finance and Administration. This can be done in writing, via e-mail or over the phone using the details below. They will then respond within five working days and let you know how your complaint is being addressed.

Fundraising

If you are unhappy with any aspect of fundraising at the BTA please contact our Head of Individual Giving using the details below. This can be done in writing, via e-mail or over the phone using the details below. They will then respond within five working days and let you know how your complaint is being addressed.

We are registered with the Fundraising Regulator and our Fundraising Promise can be found here: https://www.tinnitus.org.uk/fundraising-promise

Contacting us


In writing:


Freepost RTKJ-RUYE-LRKR,
British Tinnitus Association,
Unit 5 Acorn Business Park,
Woodseats Close,
Sheffield, S8 0TB

By email:


[email protected]

By phone:


0114 250 9933


What if I’m still not happy?

If we haven’t been able to resolve your issue, you will be asked to make a formal complaint in writing. The Chief Executive will then deal with the complaint. They 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. They will then investigate the complaint further and report back to you within ten working days.

Downloadable version:

Making_a_complaint_Ver_2.1.pdf