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Contact

  • Domestic Abuse, Sexual Violence and Violence Against Women

    Abuse and violence such as these includes rape and coercive control.

    If you need help and support for yourself or for someone you know, please call or email the Live Fear Free Helpline:

    Tel: 0808 80 10 800

    Email: [email protected]

  • Complaints, feedback and comments

    Complaints, feedback and comments

    We aim to provide high quality services across all of our projects and to promote equality and address discrimination and so your feedback, good or bad, is always welcome.

    We actively encourage feedback, as without feedback it’s harder to know for sure what we’re doing right, and what we could do better. This will enable us not only to deal with the specific problem, but also help us to continually improve our quality of service.

    Our policy, which you can download here, explains in more detail how we’ll manage and respond to complaints, feedback and comments from service users, members and other stakeholders, and other individuals, about WWA services, and how these will be used to improve the range and quality of services we provide.

     

    The key points from the policy can be found here and below.

    How to provide feedback

    If you have feedback or a comment about how our services could be improved, we’d love to hear from you. If you’re pleased with the service you’ve received from us, please email [email protected] or write to: HR and Business Support Manager, Welsh Women’s Aid, Pendragon House, Caxton Place, Pentwyn, CF23 8XE. We’ll make sure your comments are passed onto the person, team or service they relate to.

    If you’re unhappy and wish to complain

    If you’re unhappy with the service you’ve received, you have a right to complain. If you contact us, we’ll investigate promptly, and work with you to put things right as soon as possible. WWA will deal with all complaints fairly and transparently.

    If you’re a service user

    Many complaints can be resolved informally and, if you feel comfortable doing so, you should speak to your usual WWA key worker in the first instance who will do their best to try and resolve your issue. If you don’t feel comfortable doing that you can ask to speak to their manager. If the key worker or manager can resolve your complaint themselves, they will do so.

    If you want to make a formal complaint, either after trying to resolve it informally or straight away, you can do that by putting it in writing. If you need support to do this, please just ask a member of staff and we can support you to do this. You can email this to [email protected] or send it by post to WWA Director of Business Development and Operations, Welsh Women’s Aid, Pendragon House, Caxton Place, Pentwyn, CF23 8XE.

    We’ll respond within 5 working days to your initial complaint and let you know if further investigation needs to take place. We’ll keep you updated with a timeframe so you know what to expect.

    If it has not been possible to achieve a resolution to your complaint that is satisfactory, you can ask for it to be reviewed by someone more senior.

    If the complaint is about a Senior Manager, Director or CEO, a higher manager or Chair of the Trustees must lead on resolving the complaint, as appropriate.

    If you want to complain about a member who is in breach of WWA National Quality Service Standards

    Please download this separate policy here for full details.

    If you’re a WWA member, other stakeholder, or individual

    You should put your complaint in writing and send it by email to [email protected] or write to WWA Director of Business Development and Operations , Welsh Women’s Aid, Pendragon House, Caxton Place, Pentwyn, CF23 8XE.

    We’ll respond within 5 working days to your initial complaint and let you know if further investigation needs to take place. We’ll keep you updated with a timeframe so you know what to expect. This will be dealt with by the most appropriate Senior Manager. A complaint should provide as much detail as possible of what the problem is and how the complainant would like to see it resolved.

    If it has not been possible to achieve a resolution to your complaint that is satisfactory, you can ask for it to be reviewed by someone more senior.

    If the complaint is about a Senior Manager, Director or CEO, a higher manager or Chair of the Trustees must lead on resolving the complaint, as appropriate.

    Looking after your personal information 

    All complaints made are treated confidentially and we will provide you with a privacy notice which explains what information we collect and what we do with this information and who it will be shared with.

    If you want to discuss your complaint, feedback or comment with someone at any time during the process, please ring our office on 02920 541551.

  • General Enquiries

    Please note we cannot offer support for survivors or victims on this general number.

    Tel: 02920 541551

    Email: [email protected]

    Welsh Women’s Aid,
    Violence Against Women Centre of Excellence,
    Pendragon House,
    Caxton Place,
    Pentwyn,
    Cardiff
    CF23 8XE

  • Media enquiries

    Please contact our Press Office on 02920 541551 or 07375 559518, or email [email protected].

  • Fundraising enquiries

    For information on donating, fundraising for and supporting Welsh Women’s Aid please email [email protected] or call 02920 541551

  • Donating goods to local services

    If you want to donate goods please go to our online directory where you will find your local service/refuge. Alternatively, please get in touch if you would like to make a national donation to all specialist services in Wales.

  • Membership enquiries

    If you have any queries or need access to resources please contact: [email protected].

  • Website enquiries

    We have recently launched our new Welsh Women’s Aid website. If you cannot find a page you are looking for, please do contact us on [email protected] or call 02920 541551.

  • Contact other Women’s Aid Federations in the UK:

    Scottish Women’s Aid

    Women’s Aid England

    Women’s Aid Federation Northern Ireland

Send us a message - please note that enquiries regarding access to support or direct services your message will be forwarded to the Live Fear Free Helpline.

    Find us

    Welsh Women's Aid

    Pendragon House, Caxton Place, Pentwyn, Cardiff, United Kingdom

    02920 541551

    And here's where you can find out more & donate 😊welshwomensaid.org.uk/support…

    About 4 hours ago from WelshWomensAid's Twitter