BFI Complaints Procedure

The BFI welcomes feedback from our users and non-users alike. Feedback can help us to identify opportunities to make better use of our resources, or to deliver our services in a better way.

But we also recognise that, in an organisation as complex as the BFI, sometimes things can go wrong.

We aim to deal with problems as soon as they arise so, in the first instance, please ask the staff on duty for help. However, if you remain dissatisfied you can use this formal Complaints Procedure.

1) Please write to:
Amanda Nevill
Director
BFI
21 Stephen Street
London W1T 1LN

Or email her at director@bfi.org.uk (put "Complaint" in the subject line)

The more information you can give to her (such as, if appropriate, the time, date and location) the easier it should be to resolve your complaint.

Amanda will write to you with her decision within 14 days (or, if she requires more information, within 14 days of you supplying the information she has requested).

2) If you remain dissatisfied you can appeal against Amanda's decision. Please write to:
Greg Dyke
Chair of the Board of Governors
BFI
21 Stephen Street
London W1T 1LN

Or email him at chair@bfi.org.uk (put "Complaint" in the subject line)

Subject to his availability, Greg will normally write to you with his decision within 14 days (or, if he needs more information, within 14 days of you supplying it) - occasionally it may take a little longer.

If you'd like to comment on this Complaints Procedure, please contact: Paul Crake, Board Secretary, BFI, 21 Stephen Street, London W1T 1LN - paul.crake@bfi.org.uk