Complaints procedure

Problems

If you feel unhappy, angry or dissatisfied with a service you have received from a member of the Centre team, this leaflet is designed to help you make a complaint – who to contact and what we will do to put things right, if possible. Unfortunately, there are occasions when problems arise, and as part of our commitment to good quality service, we try to make sure we listen to any difficulties you may have with our service.

Complaints are valuable to us, because they give us information about what you think of our service. We know there is always room for improvement and would want to consider all problems as quickly as possible.

Our Commitment

We are concerned to deal with all complaints in an efficient and understanding way. To achieve this we will:

1. Take all complaints seriously and treat them with respect.

2. Ensure complaints are dealt with in confidence where appropriate.

3. Deal with complaints as quickly as possible

4. Provide a final written response within 28 days of receipt of the complaint.

5. Review patterns of complaints and try to improve areas with recurring problems.

How to make a complaint

1. Wherever possible we will try to deal with your complaint informally through contact with our Centre of Therapy
administration team. Very often simple mistakes or misunderstandings can be sorted out straight away.

2. If this does not help, you can contact our Operations Manager, stating in writing what you feel the problem to be.

3. If you are still unhappy, you can forward your complaint to the trustees of the Therapy Centre, a registered charity. The trustees will take an independent view of your complaint and make sure it is thoroughly investigated.