VIRGINIA (POLLY) SMITH COUNSELLING in conjunction with OXFORD COUNSELLING CENTRE
COMPLAINTS POLICY
The purpose of this policy is to ensure I have adequate systems in place to deal with complaints from clients in a fair, efficient manner. Virginia (Polly) Smith will focus on putting the matter right where possible and if relevant learn from the situation in order to improve her service and avoid a repeat complaint.
Informal Complaint
I am open to feedback and informal complaints which I will try and resolve directly with the client as and when it arises. This assumes that the complaint will be verbal so an immediate response can be given. If a complaint comes in the form of email or letter, I will investigate the complaint and take the following action.
- If the complaint is directed at myself or my work, I will explore this with the client and try to resolve it satisfactorily.
- If this is not achieved, then I will follow the formal complaint process listed below.
- If the complaint is about the counselling room / environment or buildings I will direct the complaint to Directors at Oxford Counselling Centre or the Old Music Hall Property Manager
All informal complaints will be responded to within 5 working days of receipt.
Formal Complaint
Where attempts to resolve the matter informally have not worked, or it was not appropriate for an informal complaint, it might be appropriate to raise a formal complaint under this procedure.
The complaint must be placed in writing, with any supporting evidence if desired setting out clearly the nature of the complaint and the outcome sought. If this is not achieved a clarification will be requested. The complaint should be sent to my email address polly@oxfordcounsellingcentre.com
I will acknowledge receipt of the complaint and if necessary, ask the complainant if they would like to meet to discuss further for more information of clarification. Following the meeting I will reply to the to the complainant in writing. It will a response to each item of complaint, (indicating whether or not the complaint was upheld and any justifications) a summary of any action or change of practice arising from the investigation and an apology if appropriate.
At any stage throughout the informal or formal complaint process I will try and work collaboratively with the complainant to resolve the issue to their satisfaction. If this is not achievable then the complainant will be directed to the BACP website where they can proceed with an official complaint to my professional body.
