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Policy purpose:

The purpose of this policy and procedure is to outline Gloucestershire Rape and Sexual Abuse Centre’s (GRASAC) commitment to a transparent and fair process that encourages Service users, Volunteers, Trustees and Partner Agencies to provide constructive feedback, compliments and if necessary complaints about any aspect of GRASAC’s service.

Policy statement:

GRASAC seeks to provide a responsive service to meet the needs of women and girls who have experienced any form of sexual violence at any-time in their lives.

GRASAC actively encourages and welcomes comments and feedback from service users, volunteers, trustees, individuals and organisations about the service that has been provided.

All feedback, comments and complaints will be collated and evaluated to attain, maintain and develop quality service delivery.

GRASAC will do this by:

  • Recording service user comments which will be kept in an electronic log and kept by the Service Manager. These comments will be evaluated upon receipt and in the following 6 month period.
  • Recording comments from external organisations in an electronic log and evaluating these comments upon receipt and in the following 6 month period.
  • Encouraging all Service Users to complete feedback forms.
  • Implementing pre and post support Service User assessments when service users engage with ongoing support.
  • Evaluating all GRASAC events and workshops.
  • Enabling Service Users, Volunteers and Trustees to make comments and complaints through a process which supports the diverse range of their needs. This may include providing translated information, interpretation and providing information in an alternative format.

Procedural Guidance

1. Verbal Comments and compliments

All verbal comments and compliments will be recorded electronically, with the permission of the person making the comment. These comments will be kept on an electronic log held by the service manager.

2. Written comments and compliments

All written comments and compliments will be kept in a confidential file at the GRASAC offce. GRASAC may use the comment to demonstrate its commitment to obtaining Service User feedback and to support funding applications.

3. Complaints

All complaints will be taken seriously and no individual will be discriminated against or treated less favourably as a result of making a complaint.

  1. If an individual wishes to make a complaint about the behaviour or action of a member staff, a volunteer or any aspect of GRASAC’s service, the individual is encouraged, in the first instance to talk to the member of staff/volunteer concerned and try to resolve the matter informally.
  2. If the individual is dissatisfied by the response or feels unable able to raise the issue with the member of staff/volunteer then a complaints form should be completed or a letter of complaint written, highlighting the nature of the complaint and what the complainant would like GRASAC to do to rectify it. The complaint should be sent to the Service Manager, GRASAC, PO Box 16, Gloucester, GL4 0RU.
  3. The Service Manager will acknowledge receipt of the complaint in writing within 5 working days of receiving it. The Service Manager will then investigate the complaint. The investigation may involve speaking to the complainant over the telephone or at a meeting. The complainant may bring a supporter to the meeting. The manager will respond in writing to the complainant, within 15 working days of receiving the complaint, outlining her findings and the action GRASAC will take.
  4. If the complainant is not satisfied with the Service Manager’s response then a review by the Chair of the Board of Trustees can be requested by the complainant who should write to the Chair outlining the reasons for requesting the review. The Chair will acknowledge receipt of the request within 10 working days of receiving it. The Chair will review the complaint and respond to the complainant with the result of the review within 20 working days. The Chair’s decision in the matter is final.

If an individual wishes to make a complaint against the Service Manager the procedure outlined above should be followed but the complaint should be sent to the Chair of the Board of Trustees at the PO Box address and marked private and confidential.

A separate file will be maintained for complaints, including a complaints log and copies of all correspondence relating to the complaint. All complaints will be kept for a period of seven years.


Appendix 1 – Complaints Form