In the first instance, we recommend that you speak with your key contact or Therapist to give them the opportunity to put things right. However, if you feel you are unable to do so, or should your concerns still not be addressed then we encourage you to email or write to us to inform us of your complaint.
Complaints should normally be made within 12 months of an incident or of the matter coming to your attention.
If you’re complaining on behalf of someone else, include their written consent with your letter (if you’re making your complaint in writing) as this will speed up the process.
But consent is not required if you’re making a complaint in the name of:
- A deceased person
- Someone who lacks the capacity to make their own decisions
- A non-Gillik competent child
We receive complaints by email and post, please email your complaint to firstname.lastname@example.org or write to us at:
21 Portman Close
London W1H 6BR
Our standards for handling complaints:
- We treat all complaints and concerns seriously.
- You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our team dealing with your complaint with the same courtesy, respect and fairness. If you need to attend any meetings then an advocate will be able to attend with you.
- We will treat your complaint in confidence.
- We will deal with your complaint promptly.
- We will acknowledge receipt of a written complaint within 3 working days and you can expect to have a full reply within 30 working days.
- We will not treat you less favourably than anyone else because of your:
- Gender (including gender reassignment, whether proposed, commenced or completed)
- Legal marital or same-sex partnership status (including family status and responsibility for dependants)
- Sexual orientation
- Colour or race (including ethnic / national origin or nationality)
- Religious or political beliefs, or trade union affiliation
- any other unjustifiable factors, for example language difficulties, age, pregnancy and maternity.
Our Complaints Process:
- Your complaint is received and logged. If your service is being provided by the NHS you can either complain to us or the NHS who referred you to us but you cannot apply to both.
- A senior member of our team will review, investigate and respond to your complaint as quickly as possible and we will keep you updated along the way.
- You will be sent an acknowledgement of your complaint within 3 working days and a full response within 20 working days.
- There may be instances where we are unable to send a full response within 30 working days. If this happens, we will let you know why the response is taking longer than we would have liked and we will keep you regularly updated of our progress.
- If you are satisfied with this response the complaint is closed.
- If you are not satisfied, we will ask a Director to assess the complaint. The Director will send you an acknowledgement within 5 working days and a final response within 30 working days.
Reviewed and Updated 20/2/2020