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Complaints Procedure

Our Complaints Policy

At Victims First we will provide all who access our service with the highest standards of help and support.  To make sure we are doing all we can to support and help you we need to know if things go wrong.  Hearing about issues our service users are unhappy with will help us achieve this.

Many issues can be rectified in an informal manner by talking to our manager.  Your views will be listened to, recorded and we will work with you to rectify the situation.

If you believe your dissatisfaction with our service cannot be resolved in this manner we have a formal complaints procedure that is managed by a senior manager at Victims First.  The senior manager will carry out a thorough investigation of the issues concerning you, and address them accordingly.

Regardless of whether you raise your concerns in an informal or formal manner we are happy to listen to you, talk to you and treat your concerns in confidence.  Your complaint will be dealt with by animpartial senior manager who has no previous involvement with the case.  We will treat you with respect, identify a positive way forward and ensure you are kept updated with the progress of the complaint.

How to make a complaint

If you have a concern or a complaint about our service or activities, there are a number of ways to contact us:

If you choose to, you can ask someone to help you make the complaint or even act on your behalf.

What happens next?

We will contact you within 5 working days of receiving your concerns to acknowledge that we are addressing the issues.  We aim to complete informal complaints within 28 working days and during this period we will contact you at agreed points to keep you updated.  If the complaint is formal please be aware that the process could take longer as more indepth investigations may need to be completed.  We will contact you to ensure you are aware of any appropriate updates.  When we conclude the investigation we will contact you to discuss our findings.

You can appeal if you disagree with our findings.  Let us know if you choose to appeal and a different member of our management team will address your complaint, investigate it  and ensure  the process was fair and the decision reached was appropriate.  Decisions made as a result of the appeal are final.

Under the Data Protection Act you can request to see any information held about you at Victims First.  Should you wish to access this information please contact us and we will acknowledge receipt of your request within 5 working days and provide the requested information within 28 working days.