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Making a complaint

WRASAC aims to provide a quality service to all. We welcome any comments or suggestions on how we can improve upon our service. However, there may be times when survivors using our service will be dissatisfied and may wish to make a complaint.

You may complain informally or formally. In the first instance it may be that a complaint can be dealt with and resolved informally through discussion with one of our workers, however this may not be possible in which case we have a formal complaints procedure.

This procedure exists for any survivor who is unhappy with the service received and who feels a situation has not been resolved. In circumstances such as these WRASAC encourages survivors to use this procedure. No survivor will be discriminated against as a result of making a complaint. To obtain a copy of our full Complaints Procedure, please email info@wrasac.org.uk quoting Policy Request in the subject line.

How to make a complaint

You can make a complaint about any aspect of our service by completing this WRASAC complaints form and emailing it to katie.hardy-jensen@wrasac.org.uk or writing to:

Katie Hardy-Jensen
Centre Manager
WRASAC
Sandobeg House
4 Francis Street, Dundee, DD3 8HH

Please mark the envelope ‘Private and Confidential’.

Should you be unable to make a written complaint please phone Katie Hardy-Jensen on 01382 205556.

Independent support to make a complaint

A support worker independent of the issue can be allocated to help you write a complaint or you may have a worker from another agency support you with this.

Alternatively you might wish to seek support from an external advocacy service, such as:

Rape Crisis Scotland 0141 331 4180 or Citizens Advice Bureau: Dundee – 01382 307494 / Angus 01241 870661.

Please let us know if you require this form in another language and/or format e.g. braille, large font.

What happens when a complaint is made?

On receiving a complaint WRASAC Manager / Line Manager will:

  • Contact you as soon as possible by letter, email or phone
  • Discuss the complaint with you and if you wish a friend/partner/relative or independent advocate to support you
  • Investigate the complaint thoroughly
  • Address the complaint sensitively
  • Contact you by letter, phone or email within 21 working days, to inform you of the outcome/ progress of the investigation.
  • As we are registered as a counselling skills organisation with COSCA, we are required to pass on information about any complaints received that relate to support work. This is in the form of a report at the conclusion of the complaints process.

All identifiable personal information will be removed. The complaint will be referenced with your WRASAC ID number, this will assist COSCA should you wish to complain to them also.

Possible Outcomes of Complaints

Outcomes of complaints will be monitored by the Manager / Line Manager/ Board of Trustees depending on the nature of the complaint. The outcomes of a complaints depends on the nature of the complaint made, for example:

  • Complaints about a staff member / volunteer:
  • Findings may not be upheld.
  • An apology.
  • Training recommended.
  • Disciplinary process is instigated.
  • Changes to policies.
  • Complaints about building:
  • If we can fix it we will.
  • Apologies made
  • Policies / procedures amended

Right of Appeal

If you are not satisfied with the outcome you can appeal to the Manager/Chair of WRASAC who will go over the initial complaint and outcome with you, with the possibility for further discussion if necessary.

After investigation you will be informed in writing about the outcome. The decision at this point marks the end of our internal complaints process.

If you are still not satisfied with our internal complaints process or outcome you can contact OSCR at 01382 220446 or COSCA at 01786 475 140, 16 Melville Terrace, Stirling, FK8 2NE or visit www.cosca.org.uk, COSCA must be contacted within one month of the outcome of the appeal. We can provide a copy of COSCA Complaints Procedure.

After investigation you will be informed in writing about the outcome. The decision at this point marks the end of our internal complaints process.

If you are still not satisfied with our internal complaints process or outcome you can contact OSCR at 01382 220446 or COSCA at 01786 475 140 and ask for a copy of their complaints form.

If you are not satisfied with the outcome you can appeal to the Chairperson of WRASAC who will go over the initial complaint and outcome with you, with the possibility for further discussion if necessary.

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