Complaints policy

The Lucy Faithfull Foundation is the only UK-wide charity dedicated solely to tackling child sexual abuse. We run Stop It Now! in the UK and Ireland.

We aim to deliver our services in a professional, fair and reasonable way and to treat service users with respect. We will take seriously any inquiries or complaints about our services or staff and we will deal with complaints in a timely manner.

Complaints policy and procedure

If you are not satisfied with the service you have received, please contact the manager of the service either by phone or in writing. Contact details are provided below. If you do not know the name of the manager, please contact us for advice about where the complaint should be directed.

It might be possible to deal with your complaint through discussion with the manager concerned, but we might ask you to put your complaint into writing so that we understand the nature of your complaint and can fully investigate your concerns.

  • If you are a young person making a complaint about one of our services or a staff member you can ask your parents, carer, social or youth worker, or another advocate to help you with the complaint.
  • If you are a representative of the person making the complaint, we will ask for written confirmation from the person making the complaint that you have permission to act on their behalf.

We will always aim to respond positively and swiftly to complaints and to put right any issues that are within our control so that all complaints are resolved as quickly as possible.

How to submit a complaint

If you are unhappy with any aspect of our services or staff members, we want to hear from you so that we can respond to your concern and learn from it.

You can submit a complaint either by phone or through a letter. All written complaints will be responded to in writing.

You can call our office on 01527 591 922 or write to:
The Lucy Faithfull Foundation,
Harris Business Park
2 Birch House, Hanbury Road
Stoke Prior
Bromsgrove
Worcestershire
B60 4DJ

When submitting your complaint, it would be helpful if you could clearly explain the below:

  • A summary of what the complaint is about
  • When did it happen?
  • Who was involved?
  • Which service was involved – helpline, live chat, in-person session?
  • What would you like to happen next?
  • Best contact details to respond to you (phone number, home address, email)

Responding to your complaint

We aim to acknowledge all written complaints within five working days of receipt. We aim to respond to your complaint as quickly as possible, usually with 15 working days of receipt. If the conclusion of the investigation takes longer than 15 working days, we will write to you with an explanation and a date to expect a full response. It might also be necessary to contact you for further information.

All complaints are treated with an appropriate degree of confidentiality and information will only be shared with staff and volunteers where necessary in order to deal with the complaint appropriately.

If you wish to take the matter further

If you have received a response and you are dissatisfied with how your complaint has been addressed, please write to the chief executive at:
The Lucy Faithfull Foundation
Harris Business Park
2 Birch House, Hanbury Road
Stoke Prior
Bromsgrove
Worcestershire
B60 4DJ

 

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