Complaints

We hope that your time with SALT is wholly helpful and positive, however as part of empowering you on your journey, you are being presented with this complaints information so that should you feel you need to make a complaint you will not be put in the difficult situation of needing to request it.

We hope that you will feel able to discuss any issues with your listeners, as many complaints can be resolved this way and can be invaluable as part of your therapeutic journey. While we do not work as counsellors but listeners, we aim to do this in a friendly, professional and therapeutic manner.
Should we fall short of acceptable standards of conduct, we welcome your feedback and / or complaint in order to pursue excellence within the service towards all Survivors.
Should you want to comment on your good experience with SALT South West, please put it in writing to :

Team Leader, SALT South West, 142 Union Street, Plymouth, PL1 3HL – or alternatively hand it to your listeners who will pass it to the Team Leader.

Please note: Trustee names are not included in this policy owing to possible changes over time. However, should a complaint of any nature be made that requires the oversight of a Trustee, the complainant will immediately be informed in writing of the appropriate Trustee name following receipt of the complaint.
By embracing a formal robust complaints procedure, we aim to transform a potential challenge into a powerful demonstration of our commitment to our work and the community we serve. This is a chance to not only comply with the law but to reinforce the ethical foundation upon which our charitable work is built, and our open desire to ensure you have a voice that is heard and taken seriously.

Complaints Process

If you feel unable to resolve any issue satisfactorily with your listeners directly, please put your complaint clearly in writing (see linked Complaints Form) and either address it to ‘Team Lead’, Private & Confidential, using the address above – or email to email@saltsouthwest.co.uk. Include your name, address, contact number, details of the complaint including who it is against and any witnesses, and what outcome you consider would be acceptable. Sign and date the complaint when it is completed. Please note, no complaint will be acted upon if it is made anonymously.
Should your complaint be against the Team Lead (currently Carol Pratt), please mark your complaint for the attention of our Trustee Safeguarding Officer.
Suggestions of possible outcomes:
• Written apology
• Personal verbal acknowledgement/apology from complained against
• Recognition of re training required
• Change of listener(s)
• In the case of serious misconduct – dismissal

The Team Lead or Trustee will contact you within 7 days of receipt of your letter to confirm we have received it, and to arrange to meet you to discuss your complaint. You will be kept informed of the rest of the process and may also be asked to meet with the Team Lead and/or person(s) you have complained about. You are free to say no to this request, however in the interests of being heard and doing all we can to resolve any issues, we will do all we can to enable you to do this without untoward distress. If a meeting of this nature does take place, please feel free to bring a non-SALT related friend, family member or professional for personal support.
All paid staff and volunteers within SALT South West have the right to appeal any complaint against them, however we expect the whole process to be resolved within a maximum of 3 months. You will be informed verbally and/or in writing (including email) of the outcome.
Serious misconduct includes but is not limited to, verbally abusive language; intentional discrimination; threat of or actual physical harm; sexual harm; intentional breach of Data protection Act; theft of personal goods, and misuse of power within therapeutic relationship (i.e. bullying/manipulating/forcing/threatening).

Safeguarding Concerns

SALT South West has a Safeguarding Policy for the protection of vulnerable Adults. Should you feel that your complaint is classified as a formal Safeguarding Concern (please see ‘Full Safeguarding Policy’), all the above timings and steps will be suspended while Safeguarding procedures take place. Please put your safeguarding concerns in writing to our Safeguarding Lead: Tracey White, at our registered address: SALT South West, 142 Union Street, Plymouth, PL1 3HL or via email to: email@saltsouthwest.co.uk with ‘Confidential for Tracey White’ in the Subject bar. See ‘Safeguarding Blank Form’ document.
The Safeguarding Lead will investigate, report, and escalate if necessary, their findings to our Trustee Safeguarding Officer.
Should your safeguarding complaint refer to the Safeguarding Lead, please mark your complaint for the attention of the Trustee Safeguarding Officer.

Data Protection Complaints

Salt South West has a Data Protection Policy and under The Data (Use and Access) Act 2025, a formal complaints procedure. To make a complaint, for example, regarding a data subject access request, a data breach or disputes over the legal basis for processing personal data, your complaint should be addressed to our Data protection Trustee. This can be done as a written letter or via email, addresses as highlighted above.
We have a legal duty to respond within 30 days of any data complaint.