Ray Short also asks: “When are members of staff at the BHF headquarters going to show less contempt in their dealings with the voluntary sector

Everybody in the BHF understands that without our supporters and volunteers it would be absolutely impossible to do our life-saving work. As Chief Exec I never miss an opportunity to remind staff of this.

We understand that under pressures of time staff don't always behave exactly as we would like - we've introduced a comprehensive development programme for all staff to ensure we give the very best service to our volunteers.

We're sorry to hear you've had a poor experience, thanks for bringing it to our attention. If you have more detail to help us follow this up please do share this with Keith (lewisk@bhf.org.uk). Keith will then take it up with the appropriate people.

We're always delighted to have feedback even if it does involve some uncomfortable messages. We believe that this is important to achieving continuous improvement.