Raise a concern
If something hasn’t gone the way it should, we want to hear about it. We are committed to addressing any concern swiftly and sensitively, and ensuring we make any necessary changes to prevent mistakes happening in the future.
You can raise a concern informally by speaking with the SafeLives team member you’ve been in contact with. They’ll do their best to address things quickly.
How to make a formal complaint
If you’d prefer to make a formal complaint, please email your complaint to [email protected] or write to our Chief Executive.
Chief Executive
SafeLives
Suite 2a, Whitefriars
Lewins Mead
Bristol
BS1 2NT
Please include as much detail as you can, and ensure make it clear 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.
Please note: 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 is the subject of your complaint.
