Feedback

We’d love to hear from you about our services and support. If you’d like to feedback to us you can contact us on feedback@rsacc-thecentre.org.uk

If you would like to feedback a compliment, comment or make a complaint an overview of our policy is below. If you would like to receive a copy of our policy, please contact us on feedback@rsacc-thecentre.org.uk. The following outlines the process and what you can expect from us.

Compliments

We will feedback your compliment to the staff members and volunteers involved and use any learning from the compliment to inform service development.

Comments

We will review your comment and use any reflections on how support and services were delivered to improve and develop them

Complaints

We will deal with any complaint as quickly and as openly as possible. It will be taken seriously, formally investigated and appropriate action taken.

Complaints regarding bullying and harassment will be dealt with under the RSACC Bullying and Harassment Policy. If you would like to receive a copy of our policy please contact us on feedback@rsacc-thecentre.org.uk.

You will be informed, in writing, of the outcome of the investigation and of any action that will be taken which we are able to share.

Appeals

You have the right to appeal against any decision made on matters of your complaint. An appeal must be submitted within one month of receiving notice of the decision. The appeal must be put in writing to the Board of Trustees outlining reasons as to why you are unhappy with the decision. You will receive written confirmation of receipt of your appeal and be kept informed of any subsequent action.

Frivolous or Vexatious Complaints

If a complaint is considered frivolous or vexatious it will not be pursued. The complaint should be sufficiently investigated by the CEO or Trustees, so they can distinguish between complaints that are frivolous or vexatious and genuine complaints.

How to provide feedback

Employees, volunteers or clients who wish to submit a comment, complaint or compliment concerning any aspect of RSACC’s work, a member of the staff or volunteer team you can do this by contacting us in the following ways:

  • Email – feedback@rsacc-thecentre.org.uk
  • Address – RSACC, PO Box 106, Darlington, DL3 7YS
  • Phone – 01325 354 119

You can submit your comment, complaint or compliment verbally or in writing by post or email.

If you require support in submitting a comment, complaint or compliment please be reassured that we will support you in any way we can to work toward a solution with which you feel comfortable. This may involve the support of one of our staff team, or support from an appropriate independent advocacy person/agency agreed with you.  Please contact RSACC’s Chief Executive Officer (CEO) to discuss this 01325 354119.

If your comment, complaint or compliment is regarding the CEO please mark it as for the attention of the Chair of Trustees.

Next steps

We will confirm receipt of your comments, compliments and complaints within 10 working days.

Other pages of interest