Feedback
We value feedback about our services and want to know about the difference we may have made to the lives of survivors.
Below you can click on a link to complete a survey about our services; Counselling, Group Work, Helpline and ISVA Support.
You do not have to answer all of the questions to skip questions.
We will use the information to improve our services and evidence the difference our services make to survivors.
Complaints
We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person who has made the complaint.
We are committed to providing a high level of service to all callers, women who use our services and staff from external agencies. We are also committed to governing and running the organisation in an ethical manner in line with the requirements of the Charities Commission and the British Association for Counselling and Psychotherapy. Nevertheless, there is always a possibility that we will get things wrong.
Who can make a complaint?
- Anyone who is using our services, or has done in the past.
- Anyone affected by activities in one of our services.
- Other people who have an involvement or interest in how we do our work.
Help to make a complaint
We know that you might find it easier to complain if you have someone from outside of RCTN to help you. You are welcome to contact us and we will identify somewhere that can support you.
How to make a complaint
Talk to the staff or volunteer involved with the problem
Most problems can be sorted out by talking them over with a member of staff or a volunteer. Often people feel more comfortable about suggesting improvements rather than complaining formally.
If you wish to make a formal complaint, you can fill out the complaints form or get someone to help you fill it out. The staff member/volunteer involved will listen and try to address the problem, considering what you want to happen and how. If you did not speak to anyone when you handed in your complaint, you will get an acknowledgement that we are investigating it one week after receiving it.
They may ask their line manager to help so the issue may not be resolved immediately. From now on your complaint will only be discussed with those who need to know. You will be given an update every four weeks about what action is being taken.
Submit the complaint in writing
If you do not feel able to speak with the staff member/volunteer, we ask that you send us your complaint in writing.
Click here to download our External complaints form
Written complaints should include:
- The details of the complaint.
- The name, address and telephone number of the person making the complaint
Complaints can come in:
Post: Rape Crisis Tyneside and Northumberland PO Box 1320, Newcastle. NE99 5DX
Email: enquiries@rctn.org.uk
You will get an acknowledgement that we are investigating it one week after receiving it.
More Information
For more information about our Complaints Policy click the buttons below to Contact Us or download our External Complaints Policy or Leaflet.
Subject Access Request (SAR)
If we hold information on you, you have the right to ask to see it. This is known as a Subject Access Request, sometimes referred to as a SAR.
You have the right to ask:
- What Personal Data RCTN is Processing about you, if any
- A description of the Personal Data processed by RCTN about you
- The purpose or purposes for which the Personal Data is being processed
- Confirmation of who will have access to the Personal Data
- How long the Personal Data will be held by RCTN
- Rectification or erasure of your Personal Data or restriction of processing of your Personal Data or to object to such processing
- Confirmation of whether automated decision-making was used for profiling purposes
- A copy of the Personal Data, as well as confirmation of where RCTN acquired that Personal Data
How to make a Subject Access Request.
To access your Personal Data, you need to contact our Data Protection Officer:
Send a Letter to: Data Protection Officer, RCTN, PO Box 99 Newcastle Upon Tyne NE99 5DX,
Email: enquiries@rctn.org.uk using the subject title Data Access Request and identifying that the email is for the attention of the Data Protection Officer.
Phone: 0191 222 0272, asking to speak with the Data Protection Officer
In-Person: Let your worker know that you would like to make a Subject Access Request
If you have a complaint about a Subject Access Request (SAR) you received from us, you can contact the Information Commissioner’s Office.
