Making complaints about our services
Here is some information about making complaints. Our full complaints policy can be viewed here.
You may wish to raise something you are unhappy with about the support you have received. This is totally acceptable and understandable.
As a survivor led organisation, listening to our visitors and callers is central to our way of working. Whenever possible and appropriate, we will try to resolve difficulties as soon and as straightforwardly as possible within the organisation.
However, we recognise that for somebody who is vulnerable and in crisis, this may seem an intimidating process and they may wish to make an informal, verbal complaint, or simply give some critical feedback about the service.
Making a Formal Complaint
Formal complaints can be made in writing, by telephone, or in person to the CEO, Operational Director, or any of the other managers. The number to call is 0113 260 9328, or you can email firstname.lastname@example.org and your email will be passed to the relevant manager.
Once a complaint has been received, it will be dealt with during a period of 15 working days. If this needs to be extended, in order to thoroughly investigate the matter, then the person making the complaint will be kept informed of progress on a weekly basis. The outcome of any investigation will be recorded and the complainant will be informed of the outcome.
Complaints about specific workers
You must not use your support sessions to complain about the service or staff, as it is inappropriate and may be difficult for staff to hear criticisms of their peers or managers.
Complaints may be about the service or about individual workers (paid or voluntary). A visitor who has made a complaint about specific workers will still be able to use the service, but will not work with workers that they have complained about until the situation is resolved. The resolution may be after the formal complaints procedure has been gone through, or the complainant may have agreed another mechanism for resolving the situation (i.e. to meet with the worker who the complaint is about to discuss the issues).
Wherever possible, and where this is appropriate, we will encourage the visitor to discuss their complaint directly with the worker. This would not be appropriate if the complaint was of a serious nature, or would constitute misconduct were the complaint upheld. But where a visitor is unhappy with their request for a visit being declined, for example, or an interaction with a worker, this may be the best course of action.
We recognise that if a worker has been complained about, this can be distressing and the investigatory process may be stressful. The organisation endeavours to support staff throughout the process.