We work hard to deliver a safe, professional, confidential and professional service. To help clients understand what we can offer we set out a ‘contract’ with each client and publicise our ‘Confidentiality’ and ‘Safeguarding’ policies.
If we fall short of expectations, concerns should be directed in the first instance to the therapist or ISVA who has been assigned to support you.
If you feel unable to do this, or do not feel that the item has been resolved, then please ring 01302 341572. Our Business Administration team will take some brief details, and pass the information to the relevant manager to call back within 2 working days to discuss.
Alternatively, the formal complaint route is to e-mail email@example.com for the attention of the ‘CEO’ and document the concerns you have. The e-mail will be acknowledged, and someone from the organisation may make contact for further details. A written response will be sent within 28 days (this is a maximum timeframe to ensure that there is time to fully investigate all items).
If you are still unsatisfied, there are further options to escalate concerns: