Complaints Procedure
We are committed to providing high-quality support to service users founded on cooperation and good communication. However, should you have a problem with our service we have a straightforward complaints procedure.
Should you wish to make a complaint, in the first instance, please raise it with our Service Delivery Manager by emailing enquires@avenuecharity.org or call 01224 587571. The Service Delivery Manager will investigate your complaint or concerns and will respond within 20 working days.
If you are still not happy and wish to take your complaint further, please contact our CEO.
Avenue is a member of Relationships Scotland and adheres to their recommended complaints procedure. You can download a copy of the Relationships Scotland National Complaints Policy & Procedures and a copy of the guidance for making a complaint document. Please read the policy if you are considering making a complaint against Avenue.
We are also a member of COSCA (Counselling and Psychotherapy in Scotland) and you can find details of their complaints policy.here.
Subject Access Request (SAR)
Your Right to Access Your Information
At Avenue, we respect your right to know what personal information we hold about you and how it is used. If you use or have used one of our services, you can ask to see the personal information we hold about you. This is called a Subject Access Request (SAR). This right is provided under data protection law and is consistent with the confidentiality principles followed by Relationships Scotland services.
How do I make a request?
You can make a request verbally or in writing. You do not need to use any specific wording or give a reason for your request. To help us find your information, please provide your name, contact details and, where possible, details of the Avenue service you have used.
What happens next?
We may need to confirm your identity before providing your information. We will normally respond to your request within one calendar month of receiving all the information we need to process it. In some complex cases, this may take longer, and we will let you know if this applies. There is normally no charge for making a Subject Access Request.
Are there any limits?
We will provide the personal information you are entitled to receive. Some information may be withheld or redacted where, for example, it would disclose confidential information about another person or where a legal exemption applies.
If you need support to make a request or require a reasonable adjustment, please speak to a member of Avenue team.
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