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  • We believe in the healing power
    of community

    Healing is complex, non-linear and unique to us all, but it’s a journey we can navigate together. See what others have already shared on 'Your Healing', or use some of our prompts to Share Your Journey:

    What Has Your Healing Journey Taught You?
    E.g. “I’ve learned I’m stronger than I give myself credit for.”

    What Challenges Have You Faced?
    E.g. “Coping with the highs and lows of healing has been exhausting.”

    What's Been Helpful For Your Healing?
    E.g. “Journaling helps me process emotions. Therapy's been a game-changer for me.”

    What Have You Let Go Of?
    E.g. “I’ve let go of the belief that I’m broken, damaged and defined by my trauma.”

    Any Wisdom For Survivors?
    E.g. “One day at a time—setbacks are normal.”

    Want To Ask The Community?
    E.g. “What’s one thing you wish you had known at the start of your healing journey?”

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Complaints Policy

This document, the ‘Feedback & Complaints Policy’ was last updated on 26.11.2024

Beyond Surviving Charity Limited by Guarantee – Approved by the Board on 27th November 2024

Introduction

Beyond Surviving is committed to the highest standards of service with all of whom we work and interact with. Your voice, be it with positive or negative feedback, is valued and helps us continue to improve the quality of our work. We aim to ensure that it is as easy as possible to make a complaint or comment as appropriate. We treat all complaints seriously and deal with them in a timely, polite, and professional manner. We also take all comments/ feedback seriously and we will take action, when appropriate to do so.

What is a complaint?

A complaint is an expression of dissatisfaction about our action or lack of action as it relates to our service to our stakeholders. You may complain about the way we do our business, something we have done wrong or should have done or how we have treated you.

What is a comment or feedback?

A comment is either an expression of satisfaction with regard to the work of Beyond Surviving or the identification of a potential area for improvement.

The complaints process

If you complain over the phone, or in person: We endeavor to resolve complaints with you there and then. If it is not possible to resolve the complaint or find a resolution, we’ll request that you issue your complaint to us in writing. Once we receive your complaint in writing, we will acknowledge receipt of your complaint in writing (normally within 5 working days). If deemed necessary, we will arrange a meeting with you to discuss the complaint further and attempt to come to a satisfactory resolution. Please remember to keep a written copy of your complaint. If you are dissatisfied with our response to your complaint, you can express this dissatisfaction in writing, where your complaint will be sent to our Chair of the Board and, where deemed appropriate, our Chair of the Board will appropriately consult with Beyond Surviving’s Board of Directors. Our Board is composed of three independent Trustees members.


If you complain via email or post (in writing): Once we receive your complaint in writing, we will acknowledge receipt of your complaint in writing (normally within 5 working days). If deemed necessary, we will arrange a meeting with you to discuss the complaint further and attempt to come to a satisfactory resolution. Please remember to keep a written copy of your complaint. If you are dissatisfied with our response to your complaint, you can express this dissatisfaction in writing, where your complaint will be sent to our Chair of the Board and, where deemed appropriate, our Chair of the Board will appropriately consult with Beyond Surviving’s Board of Directors. Our Board is composed of three independent Trustees members.

How do we manage complaints?

All formal complaints and responses are logged securely on our ‘Complaints Register’ until they are satisfactorily resolved. The ‘Complaints Register’ is regularly reviewed by Beyond Surviving’s Board of Directors and a “review of complaints” is addressed regularly in our ‘Risk Management’ procedure and at Board meetings.

How a complaint or provide feedback in writing

Email
Please fill out the appropriate form below (the ‘Feedback Form’ or ‘Complaints Form’) and email it to: info@beyondsurviving.ie

Please ensure your details are correct so we can respond in a timely manner.
Please write “Private & Confidential” in the subject line of your email.

Post
Please fill out the appropriate form below (the ‘Feedback Form’ or ‘Complaints Form’) and post it to:

Beyond Surviving CLG,
Dublin,
D02VE40,
Republic of Ireland

Please ensure your details are correct so we can respond in a timely manner.
Please write “Private & Confidential” on the envelope.

Your data and “GDPR”

Any personal data and information which you provide and is collected by Beyond Surviving in connection with your use of our Website and Services will be processed securely and in accordance with data protection law, including the General Data Protection Regulation (“GDPR”), Data Protection Act 2018, Freedom of Information Act 2014 and Beyond Surviving’s Privacy Policy.

Download the Forms

Download the relevant form (‘Feedback Form’ or ‘Complaints Form’) here:
Feedback Form
Complaints Form