Womankind supports hundreds of women each year and aims to provide the best possible service for everyone. Sometimes someone can feel unhappy or dissatisfied with the service and that is why we have a complaints procedure. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. However, what you tell us helps us to look at how we do things and helps us to improve the service.
I am dissatisfied, what do I do?
Misunderstandings and problems can often be resolved on an informal basis. Don’t be afraid to contact a member of staff or the Director of Womankind. She might be able to deal with the problem straight away.
If you think the problem needs to be looked at more formally then, you can follow our complaints procedure, which is outlined in full below. You can contact us directly or by letter, email or phone (contact details below). You will be given a complaints form to complete and a copy of our complaints procedure. If you need assistance in filling in the form, we will be happy to help, or you could get help from the Citizen’s Advice Bureau.
Womankind, Bristol Women’s Therapy Centre
3rd Floor Brunswick Court, Brunswick Square, Bristol, BS2 8PE
Telephone: 0345 4582914 or 0117 9166461
What happens next?
- We wish to deal with any complaints and concerns as fairly and as promptly as possible.
- We will take your concerns seriously and will treat your complaint confidentially.
- The complaints procedure outlines what steps we will take.
Womankind Complaints Procedure
Your right to complain
Womankind aims to provide high quality services and is committed to maintaining the highest standards in all its work to ensure the safety and well-being of clients, volunteers and staff.
The purpose of the procedure is to resolve concerns or complaints. In the event of any concerns and complaints, we wish to deal with them as fairly and as quickly as possible.
Complaints help us to look at how we do things and help us to improve the service.
What to do
Firstly, it is important to let someone from Womankind know if you are unhappy and to give them a chance to put things right. Don’t be afraid to contact a member of staff or the Director of Womankind. She might be able to deal with the problem straight away. Otherwise, you can make a formal complaint.
Making a formal complaint
One of the roles of the Womankind Management Committee is to ensure that Womankind is accountable to its clients. Therefore each complaint will be taken seriously and investigated thoroughly.
Reparation may take the form of an apology, written or verbal, from Womankind’s representative and/or the member of staff concerned.
Where a member of staff or volunteer is found to have behaved improperly, the Management Committee reserves the right to invoke the disciplinary procedure. However, this will be treated as a separate matter from the complaint made by the client, as the objectives of the disciplinary procedure are different.
- When you indicate that you wish to complain about Womankind’s services, you will be given a copy of this procedure, and of the complaints form.
- It will be made clear to you that you may have a discussion with a senior member of staff or the Womankind Director without putting a complaint in writing.
- The senior member of staff or Director will arrange a face to face meeting or a phone call with you within 5 working days of the complaint/incident, where practicable, and in any case within 10 working days. If you wish, you may bring someone to the meeting who can support you or advocate on your behalf. If you do not wish to have a meeting and/or have not filled in a complaint form, a member of staff or Director will fill in the form, obtaining your approval of its contents, and ask you to sign it.
- If the matter is not resolved by the meeting or by the action agreed on in that meeting, the staff member or Director will immediately refer the complaint in writing to the convener of the complaints sub-committee.
- If the complaint is about the Director, the matter will be immediately referred to the complaints sub-committee as set out below.
- The complaints subcommittee is responsible for hearing complaints made against Womankind. It will consist of 3 members of the management committee including the Chair and/or Vice Chair who will convene the meeting.
The written complaint will be acknowledged within 5 working days by one of the sub-committee members. Only those people directly concerned with the complaint procedure will have access to information regarding the complaint and all information will be treated confidentially. It will then be fully investigated by at least 2 of the sub-committee members, and a written response will be made to all parties, including advocates. The sub-committee will normally meet within three weeks of the referral to address the complaint. The response will outline what, if any, action is to be taken and why such action is necessary. The time scale for the response to the complainant will be within two weeks of the sub-committee meeting.
The decision will be final.
The sub-committee will report its findings to the full management committee.