We value your feedback

We are committed to providing the best possible services and to help us do this we welcome all your feedback, whether they are compliments, comments or complaints.

Standards of Service

If we fail to provide high standards of service and support, please let us know so we can resolve any problems. We can all make mistakes, and if we make a mistake, we will do what we can to learn from them so that we can improve our service. We also like to hear what we have done well, to give positive feedback to teams and help strengthen services.

Conatact us

You can contact us directly in a number of ways:

Email – contact@safenet.org.uk

Please ensure that your email contains:

Your full name
Your postal address
The date (where possible) and details of the compliment, comment or complaint
The service concerned where possible

By post

Please send to:

PO Box 9, Burnley, BB11 2RP

Please ensure that your email or letter contains:

Your full name
Your postal/email address and contact details
The date (where possible) and details of the compliment, comment or complaint
The service (location) concerned where possible
Other relevant information

Timeframes and responses

We are committed to addressing concerns promptly and transparently. Here’s how our process works.

For survivours

If you are still accessing our services, you can report your complaint to your support worker or a member of the staff team either face to face or by phone on 03003033581 or email on contact@safenet.org.uk. The team will deal with your complaint at stage one and support you to resolve any issues as soon as possible, agree actions and record the outcome.
If you prefer your complaint may be passed on to a member of management this will then go to a stage two complaint. At stage two we will acknowledge your complaint and refer it to a member of the management team. A Service Manager or Area Service Lead will arrange to listen to your complaint and respond within 48 hours. If necessary the Manager may need to investigate your complaint further. In these circumstances, the Manager will agree timescales for the investigation and agree contact with you to give any updates. An investigation will take place with an aim to conclude within 7 to 14 days to complete the investigation, depending on the nature of the complaint and any risks. The Manager will then contact you to share the outcome and any recommendations and follow up in writing.

If you are no longer in receipt of our service you can contact a member of the team on 03003033581 or email on contact@safenet.org.uk we will listen to your concerns and help to resolve your complaint at stage one or refer your complaint to a member of the management team who will deal with you complaint under stage two following the same procedure and timescales as above.
If you are not satisfied with the outcome, you can appeal by requesting an appeal to be heard by a member of the Senior Leadership Team.
A senior staff member will contact you to agree the process and timescales for the appeal and aim for a satisfactory outcome.
The final outcome will be communicated to you both verbally and in writing and recorded.

For Professionals

Initial Response: We will respond within 10 working days.

Investigation & Outcome: A full investigation will be completed, and a written response provided within 30 working days

Anyone who is you are dissatisfied with the outcome of a complaint has the right of appeal –

Appeal Request: Must be submitted within 14 working days of receiving the outcome.
Appeal Resolution: We aim to resolve all appeals within 28 working days.