Our customer charter tells you how we will offer you excellent service.
Our promises to you
RNIB works to create a better world for people who are blind of partially sighted and for people experiencing sight loss. We are committed to equality of opportunity. We aim to provide all our customers with a high quality service and want 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:
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treat you with courtesy, fairness and respect
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listen to what you say
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communicate in plain language and provide an interpreter where requested
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give you information in your preferred format (such as clear print, large print or audio CD) so that you can decide what to do
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provide you with a prompt response and tell you who else can help
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ask for your views on our services
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keep your personal information confidential to RNIB unless you have given us permission to share it.
Let us know what you think
We know we are not perfect and we want to do better but we need your help. Please tell us when you think we've done well, or when we've failed to live up to these 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 and:
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keep a copy of your comments
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tell the right people in RNIB
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let you know what action we have taken
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try to resolve any complaint as soon as possible
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explain our complaints process.
Working together we can improve our services.
How do I let you know if I have a comment or complaint?