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Complaints Policy
Shetland Link Up, Lifeline, Art Therapy and Women of Worth aim to be helpful to those who use our services.
However, we recognise that from time to time someone may feel unhappy at the way they have been treated.
It is important to us that we learn from it when we get things wrong, and also that we put things right, if we can, or at least give an explanation or make a personal apology.
That is why we have a complaints procedure: what you tell us helps us to look at how we do things and to improve our service.
I want to make a Complaint -
What do I do?
We are aware that it can be very difficult, scary even, for people to make a complaint; however we really do want to know if we are getting it wrong in any way. Feel free to ask a friend to help you if you are worried or nervous.
Sometimes the root of a complaint can be a misunderstanding. If so, it can often be resolved informally. Please feel free to contact the service coordinator: he or she might be able to sort out the problem straight away.
But if not, or you feel the matter needs to be put on an official footing, read the rest of this leaflet, which explains what you need to do and what actions we will take to resolve the problem.
Our aim is to achieve a resolution at the earliest stage possible.
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