West Cornwall Women’s Aid welcomes all comments, compliments and complaints about the service we provide.
We want to hear from you.
We will listen to you and learn from what you tell us.
This explains how you can give your compliments, comments or complaints and can be made available in other languages.
If you pay us a compliment or make a comment about our service we would like your permission to make a record of what you say. We will ask you for your permission.
If you put a compliment or comment in writing to us we will keep a copy of it on file and share it on social media if appropriate and with your consent.
The reason for keeping a record of what you say is because we might want to use it to demonstrate our commitment to obtaining feedback about our services or to support a funding application.
Some of our services routinely ask for your comments about the service you have received via feedback forms.
These forms will be, reviewed to help us develop our services and will be kept on file.
We will not use your name or any personal details unless you have given your written permission for us to do so.
All complaints are taken seriously and you will not be discriminated against or treated less favourably because you have made a complaint.
We aim to ensure our response will be quick, fair, courteous and helpful.
If you wish to make a complaint, you can either write to West Cornwall Women’s Aid at PO Box 94, Penzance TR18 2XP, or email the relevant manager directly using the emails provided below:
If the manager you're trying to reach is unavailable, another manager of equal responsibility will handle your complaint.
If your complaint concerns a manager, you should contact the Chief Executive Officer (CEO) at manager@wcwaid.co.uk or write to the address above. If the complaint is about the CEO, you should direct it to the Board of Trustees at trustees@wcwaid.co.uk.
When a complaint is received, it will be recorded in the complaints register. The line manager will send a letter to confirm they've received the complaint within 5 working days.
At this stage, a line manager will investigate the complaint. They may contact the person who made the complaint by phone or invite them to a meeting, where they can bring someone for support if they wish.
Within 15 working days of receiving the complaint, the manager will send a letter explaining their findings and what action will be taken. This might include recommendations, such as reviewing policies, staff training, or improving services.
If the complaint is valid, an apology will be offered.
In some cases, investigations may take longer, especially if the issue is complex. If this happens, the complainant will receive a letter after 10 working days explaining the delay, along with a final date for when the investigation will be completed.
If the complainant is not satisfied with the outcome of the investigation, they can appeal within 14 working days.
