We are committed to providing the best possible support to those we serve. We want to hear how we are doing so we can keep improving our support to you. If you have any positive feedback, concerns or complaints about our services, please get in touch.

We will:

  • Listen carefully to your concern and treat it confidentially.
  • Be polite, helpful and deal with your complaint fairly and efficiently.
  • Let you know how we are getting on with your complaint, admitting any mistakes made and putting matters right where possible.
  • Offer you a right of appeal if you are not happy with the outcome.
  • Use your feedback to improve our services for all who need them.

Equality, Diversity and Inclusion

We are committed to making sure all complaints are handled free from any form of discrimination and that our process for making complaints is accessible. Let us know if you need our procedure in a different format. We will also make reasonable adjustments to support you in sharing your concern or complaint with us

Data Protection

To help us handle your complaint we will keep a record of all the information we gather.

This will be treated in confidence and only shared with representatives of Hope After Harm as needed to resolve your complaint in accordance with this policy.

How to raise a concern or make a complaint about Hope After Harm

Please tell us as soon as possible if you are unhappy with our service so that we can understand your concerns. You can contact any member of the team with your complaint or if you prefer this you can contact our office via telephone, email or letter

  • Address: The Coach House, Manor Farm, Aston Sandford, Aylesbury, HP17 8JB
  • Phone: 01844 202 001
  • Email: enquiries@hopeafterharm.org.uk.

To help us get back to you as quickly as possible, please let us know:

  • your full name
  • your contact details
  • how you would like us to contact you
  • the service or other activity to which your feedback or complaint relates
  • what happened and when
  • what you would like to see happen as a result of your complaint

Your complaint will be passed to the appropriate manager who will provide a written acknowledgement of within 5 working days. This letter will set out the next steps the manager will take. If your complaint relates to the manager, you may contact the CEO

(see Annex A for details).

They will work to resolve your complaint within 20 working days. If more than 20 working days are needed, you will be contacted with a progress update and a new timescale agreed. We may seek to meet with you to discuss your complaint as part of this process,

Once your complaint has been fully investigated, you will receive a final outcome. This can be in the form of a meeting, phone call or letter depending on your preference. The outcome will also be confirmed in writing, unless you request otherwise.

What if I’m not happy with the outcome?

If you are not satisfied, you can appeal the decision within 20 working days by contacting the CEO of Hope After Harm. You will receive a written acknowledgement of your appeal within five working days. This letter will tell you what will happen next and the timescales involved.

The CEO will investigate and make a decision about whether to uphold your appeal.

They will write to you to let you know their final decision. If your complaint relates to the CEO. you may contact the Vice Chair of the Board of Trustees (see Annex A for details).

Decisions made as a result of the appeal are final.

Review and Updates

This policy will be reviewed every two years, or as appropriate. Significant updates will be approved by the charity’s board of trustees.

Annex A: Contact Details

CEO: Thalia Jervis

  • Address: The Coach House, Manor Farm, Aston Sandford, Aylesbury, HP17 8JB
  • Phone: 01844 202 001
  • Email: thalia.jervis@hopeafterharm.org.uk.

Vice Chair of Board of Trustees: Joy Shakespeare

  • Address: The Coach House, Manor Farm, Aston Sandford, Aylesbury, HP17 8JB
  • Phone: 01844 202 001
  • Email: joy.shakespeare@hopeafterharm.org.uk.

Chair of Board of Trustees: Naomi Karslake

  • Address: The Coach House, Manor Farm, Aston Sandford, Aylesbury, HP17 8JB
  • Phone: 01844 202 001
  • Email: naomi.karslake@hopeafterharm.org.uk.