Complaints Policy

Complaints process

We aim to provide the best service we can, but we know that sometimes things can go wrong. If you have a complaint about our services that we have provided, please let us know so that we can put things right. This will help you and other people as we will use your feedback to learn and help us to improve our services.

How to make a complaint

If you wish to make a complaint, you can do so by contacting us in the following ways:

In writing via letter, or the complaint form (Appendix A) addressed to: The Head of Operations, PO Box 4917, Sheffield, S8 2JQ
By calling 0114 236 6423 or 0114 244 6573
By email to janet@sheffieldwomensaid.org.uk marking the subject heading as COMPLAINT
Anonymously if you prefer

Where possible, do try to talk to the relevant member of staff first, as they may be able to resolve the issue for you without going through the complaints process.

Our complaints policy sets out how our complaints process works.

Level One

A thorough investigation of your complaint will be conducted by the relevant Investigating Officer/manager.
If you are not happy with the outcome of the investigations, you can request a review of your complaint and escalate this to Level 2 by a Senior Manager. This must be done in writing outlining the reasons for a review and sent to the original person investigating your complaint to progress to Level 2.

Level Two

A review of the investigation will be conducted by a Senior Manager and the outcome of the decision will be final.
If you remain unhappy with the response at stage two, we will tell you how to contact other organisations for further advice if this appropriate.

When we receive a complaint, we will reply with an acknowledgement letter within five working days and respond to the complaint fully within 20 working days from acknowledging the complaint. If more time is needed to resolve the issue, the deadline can be extended by a further 10 working days, and this will be communicated to you in writing.

Further Help

If you have reached the end of the SWA complaints process, and you are not satisfied with our response, you can take your complaint to the following people/organisations:

The DACT team, Sheffield City Council (who commission the service): https://www.sheffield.gov.uk/public-health/get-help-with-domestic-abuse (please scroll down to the end of the page where there will be a “how to contact us” area)
For serious complaints, and where the charity has already responded to your complaint and you are still dissatisfied:

https://forms.charitycommission.gov.uk/raising-concerns/

You can also contact your local Member of Parliament or Councillor at any time
Women’s Aid Federation England (WAFE) who undertake accreditation for SWA and SWA are a member of WAFE https://womensaid.org.uk/about-us/contact/

Appendix A

Sheffield Women’s Aid – COMMENT / COMPLAINT / SUGGESTION

Your name: ………………………………………………………………………….. Can we reveal your name? YES/NO*

Brief details of your comment, complaint, or suggestion. You can add additional sheets if you want.

…………………………………………………………………………………………………………………………………………………………

If you are making a comment (good or bad) about anyone that you have come into contact with through SWA it would help if you can provide name(s):

…………………………………………………………………………………………………………………………………………………………

If you are making a complaint, what do you think we should do to resolve your complaint?

…………………………………………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………………………………………

Contact Us

mail@sheffieldwomensaid.org.uk