Complaints

We always strive to give the best service possible. At times we know that perhaps we do not meet expectations or occasionally something may go wrong. When that happens, we want to learn and correct it where needed. This way, we hope to do a better job in the future.

Any issue will be given our prompt attention and we will try our best to resolve any complaint as quickly as possible with objectivity, fairness and in a confidential way.

Timeline

If you are not happy with an aspect of the services you receive(d) and wish to make a complaint, we ask you to do it as soon as possible and/or within three months from the date of an incident, or of becoming aware of a problem.

Making a complaint

You can share your complaint by sending us a note here:

Please include as many facts as you can including:
• Your name and contact details
• The reason for your complaint
• Relevant dates
• Name(s) of any BSN volunteer(s) you have spoken to or dealt with

All complaints are treated confidentially, and only discussed with those directly involved in trying to resolve the issue. We will manage your information as per our Privacy Policy and GDPR requirements.
However, if we consider that someone is in danger, we will immediately follow French Law which requires us to act if it is deemed that someone is at significant risk of harm. This is required by the French Code Pénal 223/6 – « La non-assistance à personne en danger ».

Complaints Process

We aim to resolve complaints at the earliest possible stage, but if needed there is a framework for procedure.
There are 2 stages: –

Stage 1 – A phone conversation between BSN supervisor and client at the earliest opportunity to try and resolve the issue. If resolved, an email will be sent to the client confirming this and a copy of this email will be kept in the client file. If not resolved the matter will proceed to Stage 2, if client requests it.

Stage 2 – After further investigation within BSN a meeting will be set up between the BSN President and the client to discuss the findings. The hope is that at this point there is resolution for the client. Whatever the outcome, an email will be sent to the client confirming the result of the meeting and copy of this will be kept in the client file.

Last Updated: 15th August 2023