Complaints Procedure
I am committed to providing high-quality psychotherapy services and maintaining the trust of my clients. I recognise that there may be times when clients feel dissatisfied with the service they receive. This complaints policy outlines the process for raising concerns and the steps I will take to address them.
Purpose
The purpose of this policy is to:
Provide a clear process for clients to raise complaints.
Ensure complaints are handled promptly, fairly, and confidentially.
Facilitate learning and improvement within the practice.
Scope
This policy applies to all clients receiving services from Katie Ginger.
Definitions
Complaint: Any expression of dissatisfaction, whether justified or not, about the service provided by Katie Ginger
Principles
Accessibility: The complaints process will be easily accessible to all clients.
Confidentiality: All complaints will be treated confidentially and shared only with those involved in the resolution process.
Fairness: Complaints will be investigated impartially, and clients will be given the opportunity to present their case.
Timeliness: Complaints will be addressed as quickly as possible, with a response provided within specified time frames.
How to Make a Complaint
Clients can raise a complaint in several ways:
Informal Complaint: Clients are encouraged to initially discuss any concerns directly with me. This can often lead to a quick resolution.
Formal Complaint: If the issue is not resolved informally, a formal complaint can be made in writing. The complaint should include:
The nature of the complaint.
Relevant details (dates, times, names, etc.).
Any supporting evidence.
Formal complaints can be sent to:
info@katieginger.co.uk
Complaints Procedure
Acknowledgment: All formal complaints will be acknowledged in writing within five working days of receipt.
Investigation: The practice manager will:
Reviewing relevant documentation.
Interviewing the staff involved.
Speaking with the complainant to gather further information.
Response: A written response will be provided to the complainant within 20 working days, outlining:
The findings of the investigation.
Any actions taken as a result of the complaint.
Any recommendations for further action if applicable.
External Complaints: Clients have the right to take their complaint to an external body if they remain dissatisfied. For BACP members, this may include:
The British Association for Counselling and Psychotherapy (BACP) –
https://www.bacp.co.uk/about-us/protecting-the-public/professional-conduct/how-to-complain-about-a-bacp-member/
The Professional Standards Authority (PSA) if the practitioner is registered with a professional body.
Record Keeping
All complaints and outcomes will be documented and retained securely for a minimum of 5 years. Records will be reviewed regularly to identify any patterns that may require action.
Review of Policy
This complaints policy will be reviewed annually or sooner if significant changes occur within the practice or legal requirements.