Complaints Policy

Our Approach to Complaints

At the Centre for Domestic Abuse (CDA), we view complaints as a valuable opportunity to learn, improve, and enhance the quality of our services. Complaints also provide us with a chance to address concerns and, where possible, resolve issues for the individual or organisation that has raised them.

Policy Objectives

• To provide a fair, transparent, and accessible complaints procedure for anyone wishing to raise a concern.
• To ensure the complaints procedure is well-publicised so individuals know how to contact us.
• To ensure all CDA staff and volunteers are aware of how to respond when a complaint is received.
• To ensure all complaints are investigated thoroughly, impartially, and in a timely manner.
• To resolve complaints wherever possible and restore positive relationships.
• To use feedback from complaints to inform and improve our services.

What is a Complaint?

A complaint is any expression of dissatisfaction — whether justified or not — about any aspect of the Centre for Domestic Abuse (CDA)'s work or services. Complaints may be submitted by any individual, volunteer, or organisation with a legitimate interest in CDA's activities, including members of the general public who perceive that something may have been handled improperly.

How to Submit a Complaint

Complaints can be made:

• Verbally — by telephone
• By email
• In writing

All complaints will be handled sensitively and in accordance with data protection requirements. Information will only be shared on a need-to-know basis and with the agreement of the complainant, unless there are safeguarding concerns.

Contact for Complaints

To submit a complaint, please contact us at:

Email: Info@centrefordomesticabuse.co.uk
Telephone: 020 303 404 22
Address: CDA, Unit 8 - York House 140 High Town Road Luton LU2 0DJ