Comments and Complaints

We provide a range of services including a telephone helpline, face to face counselling and an Independent Sexual Violence Advisory Service.  Each year we help hundreds of survivors throughout West Mercia and receive lots of positive feedback.  However, occasionally things can go wrong.  If this happens, of course you have the right to complain and have your concerns answered quickly and effectively.

We welcome all of your comments as they enable us to understand how well each service is working, suggest possible changes and make improvements.

How to pass on your comments

Your comments regarding our services, whether positive or critical, may be made to any volunteer or staff member within WMRSASC.

You can also contact us by telephone, email or letter – all contact details are at the bottom of this page.  Alternatively, you can ask a relative, friend or other organisation to get in touch on your behalf.

If you are making a complaint, we suggest that, if possible, you speak in the first instance to the relevant volunteer or member of staff.  Many issues can be resolved by a simple discussion with the person concerned.

However you do not have to do this and if you feel uncomfortable in any way you should contact the office and speak to an unrelated member of staff.

Are your comments treated in confidence?

WMRSASC has a responsibility to safeguard confidential information about service users.  Your personal information will always be treated in the strictest confidence, in line with our confidentiality policy.

What happens when we receive your comment or complaint?

We are always pleased to hear about how our services have helped you and the differences they have made to your life.  When you contact us with a positive comment, we may ask to use it to promote our services.  However we will always ask you for permission before we use any comments, we will never use any names and we won’t use any information you don’t want us to.

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 and send it to us.

When we receive the complaint in writing we will contact you to let you know.  We will then decide what action to take and, if necessary, will then invite you to a meeting to discuss the complaint further.  You may bring someone with you to accompany you to the meeting if you feel you do not want to come alone.

We will keep you informed of any decisions or actions taken along the way.  You should keep copies of all correspondence from WMRSASC.

How long will it take to get a response?

We will do our best to write and thank you for all positive comments if you provide an address for us to write to, but remember you do not have to provide any details that you do not wish to.

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 (unless good reason is given in writing for a longer delay).

What happens if WMRSASC is unable to resolve your complaint?

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.

How to get in touch

Address:         WMRSASC, PO Box 240, Worcester, WR1 2LF

Helpline:         01905 724514

Office:             01905 611655