Feedback, Concerns and Complaints
We are committed to being open, accountable and continually learning from the experiences of the people who use our services.
At Scottish Borders Rape Crisis Centre, we are committed to providing safe, confidential, high-quality and trauma informed services. If you have feedback, a concern or wish to make a complaint, we’d like to hear from you.
We understand that raising a concern or making a complaint can feel difficult, particularly if you have experienced trauma. We will listen with compassion, take your concerns seriously, and respond fairly, respectfully and sensitively.
Please know: Raising a concern or making a complaint will never affect the support you receive from SBRCC. We will continue to treat you with dignity, compassion and fairness throughout the process.
We see feedback, concerns and complaints as opportunities to listen, learn and improve. They help us develop services that are safe, responsive and survivor centred.
Not sure if it’s a complaint?
Not everything has to be a formal complaint.
If something didn’t feel right, or you have concerns about your experience, we’re happy to talk it through with you. We can explain the options available and support you to decide what, if anything, you would like to happen next.
How to contact us
You can share feedback, raise a concern or make a complaint in whichever way feels most comfortable for you.
Dedicated complaints email (recommended)
complaints@sbrcc.org.uk
Telephone
01896 661070
In person
If you feel comfortable doing so, you can speak to any member of our team.
By post
Scottish Borders Rape Crisis Centre
1A Wilderhaugh
Galashiels
TD1 1PW
If you would prefer, someone else can contact us on your behalf, such as an advocate, support worker, family member or friend.
If you need information in another format, or would like interpreting, BSL or other communication support, please let us know. We will do our best to meet your needs.
What you can expect
When you contact us, we will:
• Listen carefully and make sure you feel heard.
• Treat you with dignity, respect and compassion.
• Acknowledge your concern or complaint.
• Handle your concerns fairly and confidentially.
• Keep you informed throughout the process.
• Explain the outcome and any actions we will take.
Where possible, we will try to resolve concerns quickly and informally. If a formal investigation is needed, we will explain the process, keep you updated and let you know what to expect.
We aim to acknowledge formal complaints within five working days. We will keep you informed if our investigation takes longer than expected and explain the reasons for any delay. If you remain unhappy after our internal process is complete, we will explain the options available for requesting an independent review.
Confidentiality
We will handle your feedback, concern or complaint sensitively and confidentially.
Emails sent to complaints@sbrcc.org.uk are treated confidentially and are only accessed by the member of staff responsible for managing complaints, or another appropriate senior member of the organisation where necessary to ensure your concern is handled appropriately.
If your concern relates to the Chief Executive Officer (CEO), please make this clear in your email or letter. Your complaint will be passed directly to the Chair of the Board of Trustees to ensure it is managed independently.
Your feedback matters
Every piece of feedback helps us learn and improve.
Whether you would like to tell us about a positive experience, raise a concern or make a complaint, your views help us recognise good practice, learn from people’s experiences and continue developing services that are safe, responsive and survivor centred.
Thank you for taking the time to share your experience with us.
Complaints Handling Policy
If you would like more information about our complaints process, you can contact us and we’ll be happy to provide a copy in a format that meets your needs.
