Complaints policy

The British Nutrition Foundation prides itself on the quality of the information and resources it provides. Our materials are produced by qualified nutritionists and teachers with experience of analysing and summarising nutrition research and developing curriculum compliant resources for schools.  What we do is overseen by a range of experts in the field who sit on our various governing Committees.

However, if you have a complaint about our information, something we are doing or not doing, or any response that you have received from the Foundation, please take time to tell us about it. We are always pleased to receive feedback and strive to continually improve. 

Please do not use our complaints procedure if you have a general enquiry; instead please use the Contact us link, which is monitored daily.

How do I make a complaint?

Please email any complaint to postbox@nutrition.org.uk, stating that this is the purpose of your contact with us. Alternatively, you can send a letter to British Nutrition Foundation, New Derwent House, 69-73 Theobalds Road, London WC1X 8TA. Please include details of your complaint, how you would like us to act on this and other supportive information. Please note that during the process of investigating your complaint, this may be shared within the Foundation, as well as with our Trustees and individuals on our Committees.

How we act on complaints

Stage 1: All complaints are recorded. We aim to respond to all complaints we receive within 14 days of receipt and to resolve the issue with you as quickly as we can. However, if further investigation is required or your complaint is more complex, we will acknowledge receipt and describe the steps we will take to consider it. In such cases, we will provide a response within 30 working days.

Stage 2: If you are not happy with our response, you can ask for this to be reviewed by one of our Senior Managers. More complex issues may also be reviewed by our CEO or the Chair of our Advisory Committee or Board of Trustees. In some cases, the Chairs may decide to seek a wider view from other Committee members. A response will be provided within 30 working days with a final decision about your complaint.

Stage 3: The British Nutrition Foundation is a registered charity in England and Wales (charity number 251681) and in Scotland (charity number SC040061) and our work is regulated by the Charity Commission. Therefore, if you remain unhappy with the steps taken, you can refer your complaint to the Charities Commission, the organisation that regulates charities in England (Charity Commission PO Box 211, Bootle, L20 7YX. http://www.charity-commission.gov.uk.  General enquiries: 0300 066 9197).

Please note that the British Nutrition Foundation keeps a confidential record of all complaints and our responses, which are reviewed quarterly by the Science Director and CEO and annually by the Board of Trustees.