Scope

In this document, the terms “we”, “us”, “our” and/or “WayMaker Child Therapy CIC”refer to WayMaker Child Therapy CIC. The term “you” and/or “your” refer to all service users of WayMaker Child Therapy CIC or their advocates, to whom this policy applies. This policy may be subject to change and statutory updates at our discretion.

Policy Statement - Our commitment to you:

• We aim to resolve your complaint or concern at a local level, by addressing

any issues you raise promptly, openly and honestly.

• We welcome complaints and look upon them as an opportunity to learn,

adapt, improve and provide better services.

• We want you to feel confident that you will find it easy to raise any valid

concerns with us and that we will listen to you and act appropriately.

Key Principles

• Our complaints manager is Eileen Russell

• We will acknowledge your complaint within two working days

• We hope that most issues and complaints can be resolved in a face-to-face

meeting with the minimum of formalities

• If you wish to make your complaint in writing, and if we need to investigate

matters further, we will aim to complete these investigations within 28 days,

and will respond to you in writing.

Other Information

• If we are unable to resolve your complaint to your satisfaction you may refer the matter to Play Therapy UK.

• This policy is not part of our disciplinary process and is not designed to

apportion blame, determine negligence nor provide compensation.

Equality Statement

We are committed to ensuring that all of our people management policies, and their application, are free from any form of discrimination on the grounds of: race; disability; gender; gender identity; religion/belief; age; sexual orientation; or any other personal characteristics.

Complaints Procedure/Guide

Contents

1. Glossary of terms used

2. How we define a complaint

3. Roles and responsibilities

a. You, or your advocate

b. Our member of staff – Therapist or other member of staff

c. Our Complaints Manager – Eileen Russell

4. General principles

5. Verbal complaints

6. Written Complaints