Making a Complaint or comment to Swansea Women’s Aid

Making a Complaint or comment to Swansea Women’s Aid

  1. If you wish to make to make an informal complaint or a negative comment about the services you or your child is receiving, or any other aspect of your experience whilst being supported by SWA, you can do this by initially speaking with a SWA worker.
  2. If a complaint is about the conduct of a particular member of staff you will be passed directly to the appropriate Team Leader.
  3. If you do not feel comfortable discussing your informal complaint/negative comment with a SWA Worker for whatever reason, you can discuss your concern directly with the appropriate Team Leader.
  4. Once you have approached the SWA Worker/Team Leader, they will first establish if the complaint or comment is a minor matter which can be rectified simply and without conflict. This will be discussed and agreed with you.

FORMAL COMPLAINTS

  1. In cases where the SWA Worker/Team Leader has been approached about a more serious issue that is a complaint and it has been identified as one, a copy of the Complaints & Comments Procedure will be provided to you. You will then be asked to put your formal complaint in writing addressing it to:

      Swansea Women’s Aid, 28 Bond Street SA1 3TU,

Marked “PRIVATE & CONFIDENTIAL”

  1. In most cases the Team Leader will lead on the investigation, however, if the complaint is about the Team Leader, the Chief Executive will lead on resolving the complaint.
  2. If you require assistance in putting your complaint in writing, the most appropriate Team Leader will be identified and can assist with this.
  3. you will receive a written response acknowledging receipt of the complaint within 10 working days. Moreover, you will be advised that your comment/complaint will be investigated internally and a response provided within a further 7 days.
  4. Staff or Trustee Board members will ensure that interviews with all associated persons are carried out within this 7 day timescale.

PLEASE CONTACT US IF YOU WOULD LIKE A COPY OF OUR COMPLAINTS POLICY OR WISH TO DISCUSS ANY ASPECT OF THIS NOTICE.