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CSASS welcome complaints as feedback, to help us put things right and improve our work and service.
We recognise that we support many individuals at a vulnerable point in their lives. We intend to listen well to complainants, and be mindful of their situation.
Many concerns will be raised informally and dealt with quickly. CSASS aims to:
A complaint is ‘any expression of dissatisfaction (with CSASS, with a member of staff, volunteer, or with a CSASS Trustee) that relates to CSASS and that requires a formal response’.
We accept complaints about how you have been affected by CSASS or, if you are acting as an advocate for someone who has been affected. We do not generally accept complaints that:
We are sensitive to the fact that if clients raise similar issues repeatedly, despite receiving a full response, there may be underlying reasons for this persistence. In deciding whether a complaint is vexatious, CSASS will take into account all circumstances. Our main consideration will be the issues raised in the complaint rather than the behaviour of the complainant.
CSASS responsibility will be to:
A complainant’s responsibility is to:
Trustees will produce an annual report of complaints and their resolution.
Stage 1) Write us a letter of complaint. In your letter you should set out the details of your complaint, the consequences for you as a result, and what you would like to happen. Please send it FAO of the Centre Manager. If the complaint is in relation to the Centre Manager, send it FAO the CSASS Secretary.
There are different ways of sending your complaint to us:
Stage 2) If you are not satisfied with the initial response to the complaint, then you can contact the CSASS’ Chair, and ask for your complaint and the response to be reviewed. You can expect the Chair to acknowledge your request within one week of receipt and normally receive a response within 28 days.
There are different ways of contacting the CSASS Chair:
Stage 3) If you are not satisfied with the subsequent reply from CSASS Chair, you may be able to complain to the Charity Commission. Your complaint will need to relate to CSASS not doing what it claims to do, losing lots of money, harming people, being used for personal profit or gain, or being involved in illegal activity.
Further information on making complaints to the Charity Commission, or other charity regulators, can be found here.
Supportline and LiveChat services are open, and we can be contacted as usual. We know this is an especially hard time for survivors. Please do get in touch if you need a chat.
Remote and phone support is available for current clients while our face to face work is paused, and we’ll be taking new referrals soon. Please follow our social media for self-care resources, news about services and opportunities to help. We’ll be back as soon as we can.