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 about the behaviour, action of a member of staff, a volunteer or any aspect of West Cornwall Women’s Aid’s service we would encourage you, in the first instance, to talk to the person concerned, informally and try to resolve the situation. If you are dissatisfied by the response you receive or feel unable to raise the matter with the person concerned then you can complain in writing. You can do this by writing us a letter telling us about what the issue is and what you would like us to do about it.
The Complaint can be emailed to email@example.com or sent to West Cornwall Women’s Aid, PO Box 94, Penzance TR18 2XP.
When we receive your written complaint we will pass it to the manager of the service that the complaint relates to.
The Chief Executive Officer will write to you, acknowledging receipt of your complaint, within 5 working days of receiving it.
The Chief Executive Officer will then investigate your complaint. She may need to speak with you by telephone or in person and may invite you to a meeting. If you are invited to a meeting you may bring a supporter with you to the meeting. Within 15 working days of the receiving your complaint the Chief Executive Officer will write to you outlining her findings and the action West Cornwall Women’s Aid will take.
If you are not satisfied by the CEO’s response a review of the investigation by the board of trustees can be requested stating the reason for the review. The board of trustees will write to you within 10 working days acknowledging receipt of your review request. The board of trustees will then make a further investigation and may wish to meet with you. The board of trustees will respond to you within 30 working days of receiving your review request with their findings.
If you wish to complain about the Chief Executive you may do so by following the process above but you should send your complaint directly to the Chair of the Trustees.
Copies of all correspondence relating to your complaint and how we have dealt with it will be kept on a confidential file in the office.