Complaints Handling Policy

We are committed to treating individuals and organisations with respect and without discrimination. We acknowledge that we may not always get it right so if something has gone wrong, we need you to tell us. This will help us to improve our standards.

How do I make a complaint?

A complaint is any expression of dissatisfaction by an individual, whether justified or not.

Complaints may come from any volunteers, individuals or organisation who has a legitimate interest in Centre for Women’s Justice, including the general public. Please note: if Centre for Women’s Justice is representing you in a legal matter you should refer to the ‘Client complaints Handling Policy ‘ which is available from your solicitor or via the Operations Manager as below.

You can contact us in writing by letter to the Head of Finance and Operations, Nic Mainwood*, Centre for Women’s Justice, Oxford House, Derbyshire Street, London E2 6HG or by email n.mainwood@centreforwomensjustice.org.uk with details of your complaint.

To help resolve the complaint as quickly and effectively as possible, the individual making the complaint should do so as soon as possible and should include in it:

· As much information as possible, such as what happened, where, when (date/time), who was present and any action taken, and by whom.

· What it is you felt to be unsatisfactory.

· What you believe should be done to address your concern.

*If your complaint is about the Head of Finance and Operations, please address your complaint to Harriet Wistrich, director either by letter to the above address or by email to info@centreforwomensjustice.org.uk with subject ‘Private & Confidential FAO H.Wistrich’

If your complaint is about the director, Harriet Wistrich or a board member, please address your complaint to Sasha Deepwell, Chair of trustees either by letter to the above address or by email to n.mainwood@centreforwomensjustice.org.uk with subject ‘Private & Confidential FAO S.Deepwell’

How will you deal with my complaint?

We will send you a letter and/or email acknowledging receipt of your complaint within 10 working days, enclosing a copy of this policy.
We will investigate your complaint. This will usually involve:
- reviewing your complaint
- reviewing your file(s), previous communication and/or other relevant documents, and
- speaking with the person who dealt with your matter
We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you on the telephone.
We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. We will aim to do this within 28 days of the date of our letter of acknowledgement.

What if I am not satisfied with the outcome?

If you are unhappy with the outcome of our complaints handling procedure you can contact the relevant regulator below:

Fundraising complaints

Contact the Fundraising Regulator to complain about:

· the way you’ve been asked for donations

· how fundraisers have behaved

· You can also complain on behalf of someone else.

Advertising complaints

Contact the Advertising Standards Authority to complain about:

· an advertising campaign you think is offensive, deceptive or inaccurate

· the amount of emails or mail you get from a charity

· You can change how often you get emails, phone calls, texts or post from a charity using the Fundraising Preference Service.