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Relationships Scotland Tayside & Fife
Tayside: 01382 201343
Fife: 01592 751095
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Comments and Complaints

Your feedback shapes and maintains our service.

We are interested to hear of your views if you use our services as a professional, and if you refer your clients to us. We would be grateful if you could complete this short survey to enable us to reflect on the service we give to you.

Furthermore, we ask all of our clients to comment on their experience of using our services, and we do so for many reasons.

We think that it is essential to find out from you how we have done whilst supporting you, in order to:

  • ensure we do it right
  • ensure we learn from our mistakes
  • ensure that we address any changes in your needs to continue to offer a service that is relevant to you
  • ensure we praise those that have made a difference to you
  • ensure we support and educate those that did not offer you the support we expect
  • ensure we continue to receive support from funders and other agencies, to carry on with our work
  • ensure we continue to receive support from funders, enabling us to offer most of our services free or at a low cost

It is an essential requirement that we have a formal process in place for you to raise any concerns or complaints, and you will see an outline of this below.

We equally find it important to register your compliments and suggestions, and we feed these back to our staff, managers and our Board, also.

COMPLIMENTS AND SUGGESTIONS

If you have a compliment or a suggestion, please use one of the following methods to let us know about it:

  • Once your case closes, we send you our Feedback Questionnaires; please complete these in full and return them to us in the enclosed pre-paid envelope (you may receive one or two forms, depending on the service you have used)
  • E-mail your comments to info@rstf.co.uk, for the attention of the Chief Executive Officer
  • Send a letter addressed to the Chief Executive Officer (to our main address)
  • Telephone either of our offices, and speak to our staff
  • Visit our Facebook page and “Like” us, and score your experience, leave a comment and share our content

Whichever means you use, it is useful to include the specific service(s) you used, the area where you attended our appointments, the staff member that you would like to praise and your overall experience of the service received.

You may wish to keep your identity confidential and not include any contact details with the information that you submit to us.

If, however you would like a follow-up from us, if you would be happy to share your story and experiences with the general public, or if you would like to “give back” by other means, please do include your name and contact details, and we will be in touch.

If you would like to show your appreciation by a donation to our service, we would very much appreciate this gesture. Please contact us via the above means, to arrange this.

COMPLAINTS

All clients have the right to formal consideration of matters about which they feel unhappy or aggrieved relating to all services provided by our Service.

The below paragraphs explain what we do about complaints that may arise from counselling, mediation, contact centres and other services provided by us. It is based on our Policy, of which you can request a copy, at any time.

STAGES

1. Contact frontline staff directly

Informal Complaint Stage

First, the you are encouraged to speak to the practitioner / worker involved, if possible. If this isn't possible or doesn't resolve the issue, you can contact the manager of the service used, in person, by phone, email or letter. The manager will aim to resolve the matter with you as soon as possible. If this isn't possible or doesn't resolve the issue, you can contact the Chief Executive Officer by email or letter to ask that your concerns are investigated. They will aim to resolve the matter informally with the client ideally within 15 working days of the original concern being made known.

2. Chief Executive

Formal Complaint Stage

If matters are not resolved at Stage 1 , a written complaint can be lodged with the Chief Executive Officer of the Service, who will manage (but no longer investigate) the complaint process. This should be marked Private and Confidential and posted to our main office in Dundee.

3. Chair of the Service Board

Formal Complaint Stage

If the complaint is against the Chief Executive Officer you should write to the Chairperson at our main office and either the Chair or someone from the Board of Trustees will take the complaints process forward.

The complaint will be formally considered and you and anyone complained against will be advised of the outcome of the complaint in writing.

Appeal Stage

An appeal can only progress if new evidence comes to light that was not considered when the original complaint was made, or if the correct process was not followed during the investigation of the complaint.

Complaint to COSCA

If you used our counselling services and have a complaint about these, after the appeals process is completed you can submit a complaint in writing to COSCA at 16 Melville Terrace Stirling FK8 2NE

The role of COSCA would be to verify that the complaints and appeals procedures had been followed correctly and that there had not been a breach of the COSCA Statement of Ethics and Code of Practice in the course of investigating the complaint.

Complaints relating to counselling can be made to COSCA within one month of the completion of the Appeal process. COSCA’s complaints procedure can be viewed here:

http://cosca.org.uk/application/files/8715/3570/6172/CP_2018_JULY_CURRENT.pdf

Help with writing letters or submitting a complaint in another format can be obtained from the Citizens Advice Bureau, Advocacy Service or similar organisation.

Local Authority

You may also access the Council's own complaints procedure, only if the service you used is funded by your local authority. Please ask us to check if this is the case.

Ultimately, you have the right to raise any concerns with the National Ombudsman Service.

More Information


Got Any Questions?

If you have a question about any of the services that we offer, you'll find help in our FAQs section...

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What you've said

“We are communicating a lot better than we were before the mediation.”

Cosca
Living Wage Employer
Scottish Mediation
The National Lottery
Contact Scotland
Tayside Office:
4 Dudhope TerraceDundeeDD3 6HG
T: 01382 201343F: 01382 201865
E: info@rstf.co.uk
Fife Office:
30 North StreetGlenrothesKY7 5NA
T: 01592 751095F: 01592 751439
E: info@rstf.co.uk
Tayside Office:
4 Dudhope TerraceDundeeDD3 6HG
T: 01382 201343F: 01382 201865
E: info@rstf.co.uk
Fife Office:
30 North StreetGlenrothesKY7 5NA
T: 01592 751095F: 01592 751439
E: info@rstf.co.uk
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Tayside Office:
4 Dudhope TerraceDundeeDD3 6HG
T: 01382 201343F: 01382 201865
E: info@rstf.co.uk
Fife Office:
30 North StreetGlenrothesKY7 5NA
T: 01592 751095F: 01592 751439
E: info@rstf.co.uk
Privacy Policy
Site Map
Designed by Creative Orange
Built by Broxden
Copyright 2022 Relationships Scotland Tayside & FifeScottish Charity Number 008471Company Limited by Guarantee Number 130788
Copyright 2022
Relationships Scotland Tayside & Fife
Scottish Charity Number 008471
Company Limited by Guarantee Number 130788