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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.

Today @VictimsComm published findings from a survey of nearly 500 rape survivors. Stories show a loss of faith in the justice system with only 14% believing they would achieve justice by reporting. Read the findings and download the report here: welshwomensaid.org.uk/2020/10…

Yesterday from WelshWomensAid's Twitter