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Complaints and improving our service

Protect is a charity that supports whistleblowing.  Through our free advice line our legal team provide confidential advice to people concerned about wrongdoing at work but who are not sure whether or how to raise the concern.  Examples of the wrongdoing we can advise on include fraud, abuse in care, public dangers and risks to consumers.  If you are in this position, our aim is to help you identify how best you can raise the concern, while minimising any risk to you and maximising the opportunity for any wrongdoing to be addressed. It is vital you are open and honest with us as the advice we give is based on what you tell us.  If you haven’t told us relevant facts, you should not rely on our advice.

We can also provide you with information about the UK’s whistleblowing law, the Public Interest Disclosure Act.  However, as we do not take cases or represent clients, if you do want help in taking a claim, we will refer you to a lawyer or adviser.

If your concern is within our remit, we will keep a record of the key points of the concern and the advice we give you. We will try and check that you have understood the advice and are clear whether there will be any follow-up and whether you or we will initiate it.

If your call does not fall within our remit, we will refer you on to an appropriate agency.

All this information is covered by legal professional privilege.  We do not disclose any confidential information without the express consent of the client.

Improving our service
We conduct regular surveys of our helpline clients to monitor satisfaction with our service and the value of the advice given.  If you have any comments, thanks or suggestions on how we can improve, please let us know.

Complaints
We know there will be occasions when a client is not happy with our advice and when we could do things better.

If you think this is happening, you could try one of the following options which we hope resolves your complaint:

  1. If you are unhappy with the advice or our service, please tell the adviser and he or she will refer you to another lawyer.
  2. If you prefer, you can at any time make a formal complaint, by writing an email or letter to the Chief Executive, Francesca West, at our offices. If the complaint is about the Chief Executive, please address it to the Chairman, Paul Boyle, at our offices.
  3. If you do make a formal complaint, we aim to respond to you within 10 working days.
  4. If you are unhappy with our response, you can write to the Chairman of the Board, Paul Boyle or alternatively the Chairman of the Council, Michael Brindle QC.

Outside bodies
As a charity, we are regulated by the Charity Commission. Our lawyers are regulated by the Solicitors Regulation Authority (SRA). You can also contact either the Charity Commission or the SRA if your concerns remain unresolved and you wish to complain.