Feedback and complaints

We aim to provide services in a way that is in line with our values, and is:

• Helpful and polite
• Efficient and accurate
• Sensitive and supportive
• Informative and appropriate
• Inclusive and responsive to diversity of need

Feedback

We welcome feedback about your experience of working with us or using our services, so that we can develop and improve. Please use the form below to submit feedback to us.

Alternatively you can email any comments, compliments or suggestions to feedback@safelives.org.uk.

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Raise a concern

Sometimes things can go wrong, and when that happens we are committed to addressing any concern swiftly and sensitively, and ensuring we make any necessary changes to prevent mistakes happening in the future.

If you are already engaged with one of our colleagues or a team, please raise your concern with them directly as they will often be able to resolve the problem quickly.

If that isn’t appropriate, or your concern hasn’t been resolved, you can contact SafeLives’ Senior Leadership team.

Contact our Senior Leadership team

How to make a formal complaint

If you would rather make a formal complaint, please telephone email your complaint to feedback@safelives.org.uk or post to:

Chief Executive
SafeLives
Suite 2a, Whitefriars
Lewins Mead
Bristol
BS1 2NT

Please ensure you have made clear that you are making a formal complaint in your communication, thank you.

Formal complaints policy and process

Formal complaints are dealt with by our Chief Executive, Ellen Miller. Upon receipt, they are logged and acknowledged. Depending on the nature of the complaint, our Chief Executive may choose to investigate personally, or delegate investigation to an appropriate senior colleague.

All complaints will be treated with the appropriate level of confidentiality, and information will only be shared with staff as necessary.

Our vision and values govern all our work and apply to how we handle complaints.  Complainants have the right to expect:

• The complaint to be handled promptly and efficiently
• The process to be transparent
• To be treated with courtesy and respect at all times

We will acknowledge and provide an initial response to your complaint within 10 working days of receipt. If we need to instigate an investigation we will aim to provide you with a full response within 20 working days, and will let you know if we are unable to meet this deadline for any reason.

If you are not satisfied with our response to the complaint, you can appeal to our Board of Trustees within one calendar month of decision. The decision of the Board of Trustees is final, there is no further appeal process within SafeLives. However if you wish to take your complaint further you should contact the Charity Commission, which is the official regulator for all registered charities in England and Wales, or the Fundraising Regulator.

This policy and process relates to complaints about SafeLives’ services, staff or associates.

If you have concerns about a service we accredit through our Leading Lights process, please see our Leading Lights Accreditation Complaints Policy.

We have no jurisdiction over Maracs, Idva or Idaa services so please contact those services directly if that’s the subject of your complaint.