Complaints

Feedback and Complaints Policy

If any aspect of our service, policies, or conduct falls short of your expectations, we want to hear from you.

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.

Our Commitment to You

We handle 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

Three ways to reach us.

You can share your feedback or make a complaint using any of these methods.

  • Telephone

    020 8423 5141

    Monday to Friday, 9:00am – 4:30pm

  • Email

    info@aftb.org.uk

  • Post

    Complaints Coordinator
    Middlesex Association for the Blind
    Suite 18, Freetrade House
    Lowther Road
    Stanmore
    Middlesex HA7 1EP

What Happens After You Contact Us?

A structured process you can rely on.

We take all feedback seriously and follow a structured process.

  1. Acknowledgment

    You will receive confirmation of your complaint within 3 working days.

  2. Investigation

    We aim to provide a full response within 20 working days.

  3. Updates

    If your complaint requires extended investigation, we will keep you informed of our progress and expected timescales.

  4. Resolution

    We will work with you to find a satisfactory resolution.

If You’re Not Satisfied with Our Response

You have the right to seek independent advice.

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

Fundraising Regulator

2nd Floor, CAN Mezzanine Building
49-51 East Road
London, N1 6AH

For Other Charitable Activities

Charity Commission for England and Wales

PO Box 1227
Liverpool, L69 3UG

Your Feedback Matters

We genuinely appreciate every opportunity to listen, learn, and improve.

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.