If you are not happy with our service, we'd really like to hear from you. We appreciate the chance to work things out with you as well as to improve our service to other clients.
This is an outline of our complaints procedure.You can down load the full process here.
What does the process cover ?
We are interested in your feedback. It can be about something you want to draw to our attention right through to a very serious matter. We can deal with it in a less formal or more formal way.
Who to contact
The person for you to contact is the line manager of the staff member concerned. For Counsellors and Administrators this means the Area Manager.
Concern or Complaint ?
The manager will listen to you and help you identify if the issue is better treated as a concern or a complaint.
A concern is an expressed worry, criticism or low-level disagreement you may have with a staff member or about our service. You could express it verbally or in writing. The staff member will be told about it. It wouldn't usually be a disciplinary matter.
A complaint is a criticism, negative comment or allegation about a staff member or our service. It will need to be made in writing. It may result in disciplinary action. It needs to be made within two years of the event giving rise to the complaint.
What happens with a concern ?
You may find a discussion with the Manager addresses the issues you raise. The Manager may discuss the concern with the staff member. There may be feedback, or professional development for the counsellor. There may be a mediated discussion between you and the staff member. There may also be a decision that the concern becomes a complaint and is managed in that process.
What happens with a complaint ?
A complaint needs to be in writing. We offer some suggestions about what a written complaint might usefully include. Mediation is one possible process for a complaint. A formal panel might be put together to hear the complaint and/or consider possible disciplinary action against the staff member concerned.
The Manager will advise you of the outcome or whether further action will be taken. If you are unhappy with the determination or outcome, you will have the right to appeal within 14 days.
For more information
If you would like further information about registering a concern or complaint about any aspect of our service, please contact your local Area Manager. You can find the contact details in Contact Us.