1. Our Aim
Consider it… Therapy is committed to providing a high-quality service and working in an open and accountable way that builds trust and respect. One of the ways we can continue to improve our service is by listening to and responding to our clients' views, particularly by addressing complaints and correcting mistakes.
Therefore, we aim to ensure that:
making a compliment or complaint is as easy as possible
we welcome compliments, feedback and suggestions
we treat a complaint as a clear expression of dissatisfaction with our service, which calls for an immediate response
we deal with it promptly, politely and, when appropriate, confidentially
we respond in the right way, for example, with an explanation, or an apology where we have got things wrong, or information on any action taken
we learn from complaints, use them to improve our services, and review our complaints policy and procedures annually
We recognise that many concerns will be raised informally and dealt with promptly. Our aims are to:
resolve informal concerns quickly
keep matters low-key
enable mediation between the complainant and the individual to whom the complaint has been referred
This policy ensures that we welcome compliments and provides guidelines for handling complaints from members of the public about our service, facilities, and staff.
2. Definitions
A compliment is an expression of satisfaction about the standard of service we provide.
A complaint is defined as any expression of dissatisfaction, however it is expressed. This includes complaints made face to face, by phone, in writing, by email, or by any other method. All staff should be able to recognise an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.
3. Purpose
We are glad to hear from people who are satisfied with our services. All complaints are recorded and acknowledged, and a copy is forwarded to the relevant person to provide feedback to the member of staff or service concerned.
4. Complaints
The formal complaints procedure is intended to ensure that all complaints are handled fairly and consistently and, wherever possible, resolved to the complainant’s satisfaction.
5. Responsibilities
Consider it… Therapy’s responsibilities
Consider it… Therapy will:
acknowledge the formal complaint in writing
respond within a specified period of time
deal reasonably and sensitively with the complaint
take action where appropriate
The complainant’s responsibilities
A complainant is responsible for:
bringing their complaint, in writing, to Consider it… Therapy’s attention normally within 8 weeks of the issue arising
raising concerns promptly and directly with a member of staff at Consider it… Therapy via info@considerittherapy.org
explaining the problem as clearly and as fully as possible, including any action already taken
allowing a reasonable time to deal with the matter, and recognising that some circumstances may be beyond our control
6. Confidentiality
Except in exceptional circumstances, every effort will be made to ensure that both the complainant and Consider it… Therapy maintain confidentiality throughout the process. However, the circumstances giving rise to the complaint may be such that confidentiality cannot always be guaranteed; each complaint will be judged on its own facts. Should this be the case, the situation will be explained to the complainant.
7. Complaints Procedure
Written records must be made by Consider it… Therapy at each stage of the procedure.
Stage 1 — Informal resolution
In the first instance, the member of staff receiving the concern must assess its seriousness. An informal approach is appropriate where possible. If concerns cannot be satisfactorily resolved informally, the formal complaints procedure should be followed.
Stage 2 — Formal complaint
If the complaint cannot be resolved informally, the complainant should be advised that a formal complaint may be made and the following procedure explained to them. It may sometimes be appropriate for a different member of staff to provide this explanation.
• A formal complaint can be made either verbally or in writing. If in writing, please use the form below. If made verbally, a written statement should be taken by a member of staff.
• In all cases, the complaint must be sent to the practice at info@considerittherapy.org. The form below will send the complaint directly to the practice. If the complaint concerns one of the named therapists, it should be forwarded to the other therapist for handling.
• Consider it… Therapy must acknowledge the complaint in writing within one week of receipt.
• The complaint will be investigated, and any conclusions reached will be discussed with the staff member concerned, where appropriate.
• The complainant will receive a written response based on the investigation within four weeks of receipt of the complaint. If this is not possible, a letter will be sent explaining why and providing a revised timeframe.
Stage 3 — External escalation
If the complainant is dissatisfied with the outcome of Stage 2, the matter may be referred to BACP (British Association for Counselling and Psychotherapy). BACP will examine the complaint and may conduct further interviews or review relevant files and notes. BACP will respond within a set period, and its decision will be final.