Comments & Complaints
Feedback
Each year we help hundreds of survivors throughout West Mercia and receive lots of positive feedback. We are always pleased to hear about how our services have helped you and the differences they have made to your life.
However, we also value feedback about any issues and concerns you may have. These comments enable us to improve as an organisation, to understand how well each service is working, and develop the services where necessary.
Formal Complaints
If you are making a complaint, we suggest that, if possible, you speak in the first instance to the relevant member of staff. Many issues can be resolved by a simple discussion with the person concerned. However, if you feel uncomfortable in any way you should contact the office and speak to an unrelated member of staff.
When you contact us with a complaint, we will try to resolve the matter immediately by discussion. We will also ask you if you want to have your complaint formally logged. If you do, we will ask you to put the complaint in writing to us.
WMRSASC aims to acknowledge any complaints in writing within five working days. We provide a full written response to all complaints within 21 days from the date of acknowledgement.
If you feel WMRSASC has been unable to resolve your complaint, you should write to the WMRSASC Chairperson to appeal against the decision that has been made. The Chairperson will investigate the complaint further and provide a written response within 28 days.
If you are still unhappy with the result you have the option of writing to the Charity Commission at Charity Commission Direct, PO Box 1227, Liverpool, L69 3UG stating the reason you are dissatisfied with the outcome. They will usually respond within 21 days.