Complaints procedure

Domestic Violence Assist views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the
complaint.

Our policy
• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so  that people know how to contact us to make a complaint.
• To make sure everyone at Domestic Violence Assist knows what to do if a complaint is received.

• To make sure all complaints are investigated fairly and in a  timely way.

• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
• To gather information which helps us to improve what we do Definition of a Complaint A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Domestic Violence Assist.
Where complaints come from
Complaints may come from any individual, volunteer or organisation who has a legitimate interest in Domestic Violence Assist, including the general public if something is perceived to be improper. A complaint can be  received verbally, by phone, by email or in writing. Confidentiality All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Review
This policy is reviewed regularly and updated as required. Complaints Procedure of Domestic Violence Assist
Publicised Contact Details for Complaints: Written complaints may be sent to:

Domestic Violence Assist Suite 4 Millbrook Business Centre, Floats Road, Wythenshawe, MA15 5P or support@dvassist.org.uk.
Resolving Complaints
Complaints will be acknowledged within five working days. We are unable to respond to any formal complaint about court procedures, criteria for orders under the Family Law Act or Legal Aid criteria. All these are out of
our control