Policy Statement

Glasgow & Clyde Rape Crisis (GCRC) is committed to providing high quality services. Feedback from survivors, is invaluable in helping us to continuously improve.

If something does go wrong, or if survivors are dissatisfied with something that GCRC have done, or have not done, they are encouraged to tell us and GCRC will do its best to put things right. If matters cannot be resolved in the way individuals want, GCRC will explain why it is not possible to do as they suggest. All feedback will be dealt with in line with the Confidentiality Policy.

Scope
Anyone can make a complaint to GCRC. They can complain directly to GCRC, or if they would rather have someone make the complaint on their behalf. To deal with the person’s representative, we must have both parties express, written permission.

Procedure
How do individuals complain? It is easier to resolve complaints if they are made quickly and directly to GCRC. Staff will always try to resolve any problems on the spot if it is possible to do so. A complaint can be made verbally to any member of staff, by telephone or in person to GCRC office where a complaints form is available. Complaints can also be made in writing to Services Manager (Business and Improvement).

Contact Information:
Office telephone number: 0141 552 3201
Postal Address: Glasgow and Clyde Rape Crisis, Empire House, 131 West Nile Street, Glasgow, G1 2RX
Services Manager (Business and Improvement) email address: claire@rapecrisiscentre-glasgow.co.uk

Information required when raising complaint
GCRC need the individuals full name and address, their email address if this is their preferred method of contact and as much detail as possible about the complaint, including;

• what has gone wrong
• when and where this happened
• how the individual would like GCRC to resolve the matter

Timescales
Normally complaints must be made within six months of the event being complained about. In exceptional circumstances, it may be possible to accept a complaint after the time limit. If the individual feels that the time limit should not apply to their complaint, they must tell us why.

Stage 1 – Informal frontline resolution
GCRC aim to resolve complaints quickly. Where appropriate, this could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem. Sometimes GCRC will have to make some enquiries before responding to a complaint.

The individual will be given GCRC’s Compliments, Comments and Complaints Policy and be advised of any decision normally within five working days unless there are exceptional circumstances. If the complaint cannot be resolved at this stage, GCRC will explain why and might suggest that the complaint be taken to stage 2.

Stage 2 – Formal investigation
Stage 2 is handled by the Services Manager (Business and Improvement) who deals with complaints that have not been resolved at stage 1 or are complex and require detailed investigation.

As part of stage 2 the Services Manager (Business and Improvement) will:

• Acknowledge receipt of the complaint in writing normally within ten working days
• Inform the individual of the Team Leader dealing with the complaint
• Where appropriate, discuss the complaint with the individual to understand why they remain dissatisfied and what outcome they are looking for.

If the investigation is likely to take longer than 20 working days, the Services Manager (Business and Improvement) will agree revised time limits with the individual and keep them updated on progress.

If the complaint concerns a member of the Business Services Team, then the process outlined will be overseen by the Head of Operations. Complaints about the Services Manager (Business and Improvement) should be made directly to the Director. Complaints about the Director should be made directly in writing to the Chair of the Board of GCRC.

Stage 3 – Resolution
The Team Leader dealing with the complaint should advise the Services Manager (Business and Improvement) of the suggested resolution. The Services Manager (Business and Improvement) or the Director will contact the complainant with details of this resolution normally within 20 working days.

What if individual is still dissatisfied?
If having received a full response, the individual is still dissatisfied with the decision or the way in which it has been dealt with, they have one month to ask that it be reviewed. The Director will review the decision and make a written response normally within 20 working days. The decision of the Director will be final as far as the organisation is concerned.

Taking corrective actions
The person resolving the complaint shall ensure that recommendations resulting from the investigation are implemented and monitored to ensure they are effective. If the problem has come about as a result of an individual’s actions, review processes and actions to avoid similar occurrences in future. If the problem has come about as result of, for example, more general GCRC ways of working, or another individual’s actions, it will be referred to the most appropriate staff member or manager who could correct the situation.