Bell Donor Management Ltd – Complaints Policy

 BDM views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint. Our policy is: 

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure everyone at BDM knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us to improve what we do

Definition of a Complaint 

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of BDM. 

Where Complaints Come From 

Complaints may come from any person or organisation that has a legitimate interest in BDM. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from a member of staff, who should use BDM’s Discipline and Grievance policies. 


All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements. 


Overall responsibility for this policy and its implementation lies with the directors of BDM.


This policy is reviewed regularly and updated as required. 

Adopted on 25/05/18 

Last reviewed on 250518.

Contact Details for Complaints: 

Written complaints may be sent to BDM at 220 Vale Road, Tonbridge, or emailed to