How we protect your information and complaints procedures

There is no requirement for you to disclose personal information, and we can support you anonymously. If you share your personal information with us, this is how we will store and protect it.

It is vital that service users have absolute confidence that their information will not be shared without consent outside the organisation and for you to know what information we hold on people accessing the service and what we do with this information.

LRCC’s legal basis for processing and storing your information under the General Data Protection Regulation (GDPR) is consent. This means that you have real choice and control over how we manage and use your data. You can withdraw your consent at any time.

Information we hold & ways we use this information:

  •         Referral information containing identifiable information
  •         Information on our secure database – including basic session notes

How we use your information:

  •         We use your information to provide a tailored services to meet your needs
  •         Information provided about LRCC’s work to funders, partner agencies or as part of training may include entirely anonymised information about service users and their experience

Your Rights:

  •         The right to access their personal data and supplementary information. Service users can do this by completing a Right to Access Request form. *
  •         The right to have personal data rectified if it is inaccurate or incomplete.
  •         The right to erasure is also known as ‘the right to be forgotten’.
  •         The right to restrict processing you have a right to ‘block’ or suppress processing of personal data.

We will not share your information outwith LRCC without your permission for necessary purposes i.e., to make a referral. There are some exceptions to this where we have a legal duty to share information, although we would always try to seek consent and keep you informed. For example, Child & Adult Protection issues.

Your worker will speak to you about this in more detail and you will be asked to consent to the different ways we process and handle your information if we are advocacting on your behalf.

For more information on your rights, check out the Information Commissioners Office website.

If you would like to discuss data protection with us email support@lanrcc.org.uk or call 01698 527003.

Complaints procedure:

Lanarkshire Rape Crisis Centre is committed to providing the best possible services for survivors. We hope that you feel you have got the support you needed. However, we also recognise that there may be times when you feel dissatisfied and want to make a complaint, or suggestions for improvement.

If you decide you would like to make a complaint, we will take your complaint very seriously and you will be treated with respect and confidentiality.

Making a complaint/giving us feedback will not affect how you use our services, and we will work hard to keep a good relationship with you for as long as you are supported by us.

The principles underlying our policy are:

  • You have a right to be treated with respect and your complaint will be listen to in full and dealt with confidentially.
  • You will not be judged, or discriminated against, if you choose to make a complaint.
  • If you need support with recording a complaint, such as help with reading, writing, or if English is not your first language, we can help you with this, please just ask.
  • We will be patient with you, and make sure that we have given you enough time to tell us what you want to, and we will check that we have understood before proceeding.
  • You will have the right to have your complaint heard promptly, be given a full explanation and an apology if Lanarkshire Rape Crisis Centre has made an error.
  •  We will take on board any suggestions you have made and make changes where we can.

How to make a complaint:

In writing:

  • Address your complaint to: The Centre Manager, Lanarkshire Rape Crisis Centre, 50 Orchard Street, Hamilton, ML3 6PB.
  • Make the details of your complaint as clear as possible and mark your correspondence Private and Confidential

By email:  helen@lanrcc.org.uk

You will receive written acknowledgement within 4 working days of the complaint along with a copy of the complaints & feedback policy.

OR

 By telephone:  01698 527003

  •  A staff member, with your agreement, will complete the complaints form.  This will then be passed to the appropriate line manager or Director (copy of complaints form attached for information only)

You are not alone | You are not to blame |  You have rights | You can get help

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