Make a complaint
We’re sorry you want to make a complaint. Please fill out the below form or email complaints@stayingput.org.uk
Staying Put is committed to providing high quality services to those with whom we work. We acknowledge that there may be occasions when people are not happy with some aspect of our provision, and we welcome feedback from our service users. Such feedback is invaluable in helping us to evaluate and improve our work.
We take seriously any concern or complaint and will investigate it promptly, for resolution as quickly as possible. Throughout the complaints process, it is our aim to treat individuals with respect, consideration and confidentiality.
We reserve the right not to investigate a complaint if this is made by someone who is alleged to be a perpetrator of abuse or violence. Please fill out the below form to submit your complaint.
Any complaints received anonymously will be recorded and considered, but action may be limited if further information is required to ensure a full and fair investigation.
Next steps
After you have submitted your complaint:
- We will acknowledge receipt of the formal complaint in writing within 5 working days
- Following an investigation, the complainant will receive a full written response, usually within 15 working days of our acknowledgment letter.
Please note: occasionally investigations may take longer, particularly for complex complaints. Should this be the case you will be notified in writing with an updated timeframe.
Further complaints
If you are unhappy with our response, you can contact one of the following agencies for advice;
- A solicitor
- Citizens Advice
- Charity Commission
Please note: Any complaints received anonymously will be recorded and considered, but action may be limited if further information is required to ensure a full and fair investigation.
Data protection
To process a complaint Staying Put will hold personal data provided as part of the complaint and which other people give in response. We will hold this data securely and only use it to address the complaint.
"The day I rang for help [was] the day I realised it was time for me to leave...The day I was accepted [to refuge] I had my full life in four bin bags and some toys I managed to grab." Kayleigh.
Call for help now
0808 2800 999
Open Monday - Friday 9.30am - 4.30pm (Closed for half an hour at lunch at 1pm)
Our One Front Door helpline is completely free and confidential, and the call will not show up on itemised bills.
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