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Compliments, Comments, Complaints

We’d really like to know about your experiences of using ARCH support, we want to make sure that we are doing everything we can to provide quality services and would love to hear from you on what we have done well and what can be improved.

Any feedback you provide us will be treated in strictest confidence and used solely to shape how we develop the service in the future. You can complete the form below or if you prefer, email your feedback to us at

Making a complaint

If you have a problem with or are concerned about any of the services that ARCH provide, we would always advise where possible that this is best dealt with informally and as quickly as possible with the individual or the service involved. However, we are aware that this is not always possible and may not resolve the issue to the complainant’s satisfaction, in these instances ARCH has a formal complaints policy to follow to ensure that the issue is investigated and resolved.

Making a complaint will not affect you being able to receive a service with us.

When making a formal complaint, you will be asked to provide the following information by email or letter:

  • The reason for your complaint
  • Where and when it happened
  • The name(s) of anyone involved (if known)
  • What outcome you are hoping for
  • Your contact details (name, address, daytime telephone number and/or email)

We will always try to resolve the problem as quickly as possible and we will acknowledge your complaint within 5 working days. We will notify you of when we will next contact you either with a proposed resolution or update.

If the complaint relates to the CEO, or if you are not happy with the resolution of your complaint, you can bring this to the attention of the Chair of the Board of Trustees. Please set out clearly in writing the details of the complaint, and (where relevant) explain why you were not satisfied with our response and what you would like us to do to put things right:

The Chair of the Executive Committee
ARCH North East
22 Hoylake Road

Alternatively, if you do not feel completely satisfied by our response and believe the issue is serious then you can contact The Charity Commission at the address below. Further information can be found at

The Charity Commission
PO Box 1227
Liverpool, L69 3UGg

Quality Standards

Rape Crisis England and Wales (RCEW) is the National Umbrella organisation for specialist rape crisis centres. The National Service Standards (NSS) are provide a quality assurance framework that enables services to demonstrate how their services are provided within professional frameworks that prioritise safety, governance, empowerment and continuous improvement.

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BACP Accreditation recognises the achievement of high standards of knowledge, experience and development in counselling and psychotherapy.

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Ways to Donate

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Professional Referral

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SARC Teesside

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