If you wish to make a complaint, please contact:
Complaints must be made within 6 months of the service provided or the event you are complaining about.
If the service complained about is registered with the Care Inspectorate (refuge and homes support services for women) a complaint may be made directly to them, as follows:
Where the complaint relates to the FWA counselling service and the FWA Complaints policy has been exhausted, complainants can submit a complaint to COSCA (Confederation of Scottish Counselling Agencies). The complaint should be made in writing using the procedures laid down in the COSCA Complaints Procedure, which is available on the COSCA website. When it is not possible for the complainant to submit the complaint in writing, COSCA offers assistance for the complaint to be made.
A complaint from a third party (ie not a service user) about the FWA counselling service may be accepted where the third party alleges that the counselling service provided:
- breached the COSCA Statement of Ethics and Code of Practice and
- had a direct and adverse effect on the third party submitting the complaint.
At the conclusion of any complaint concerning the FWA counselling service, a report will be submitted to COSCA using the procedure provided for on the COSCA website.