Sight Support West of England, Insight Gloucestershire and Wiltshire Sight aim to build trust and respect with all our stakeholders. We want to meet the highest standards of service delivery and fundraising.

One of the ways we can continue to improve our services and the way we work is by listening and responding to the views of our stakeholders. In particular, by responding positively to any complaints regarding employees, services or fundraising and finding suitable resolutions.

We take complaints seriously, and we treat them as an opportunity to develop, so we are always grateful to people who are willing to take the time to help us improve.  Our shared complaints policy can be downloaded.

Complaints Policy -October 2025 (PDF, 159 KB).

To make a complaint, please email info@sightsupportwest.org.uk, or call (Bristol) 0117 322 4885, (Cheltenham) 01242 221170 or (Devizes) 01380 723 682. 

You can make a complaint in writing, by audio recording, or by arranging a time to talk with the CEO.  All complaints will be reviewed by our CEO, who may ask a Senior Manager to respond on our behalf.  A response to the complaint will usually be sent within 2 weeks of receipt.  If a longer investigation is needed, then follow up acknowledgements will be sent at no less than 2 week intervals.

We would like you to tell us if you feel that:

• we have failed to respond to a routine service request
• we have provided inadequate or unsatisfactory service
• we have displayed undue delay in taking action
• a member of staff or volunteer has been discourteous or unhelpful
• a fundraising ask has been overly demanding or aggressive
• inaccurate or misleading information has been provided about services or fundraising
• we have failed to treat information you have given us securely and respectfully