Complaints Procedure

Complaints Procedure

Introduction

Therapy Station is committed to providing a quality service and achieving the highest standards of service for its clients, students and staff, whilst working in an open and accountable way that builds the trust and respect of all our stakeholders. We welcome comments, suggestions and feedback on the service experienced when using any of our products or services. 

One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients, students and staff, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

1. Making a complaint is as easy as possible for you
2. We treat any clear expression of dissatisfaction with our courses, products and/or services as a complaint
3. We treat every complaint seriously regardless of how it is received. 
4. We deal with it promptly, politely, confidentially and, in the first instance we would try to deal with it informally.
5. We respond with a full explanation and information on any action taken
6. We learn from complaints by establishing the root cause and take any appropriate action to improve our service and the experience of customers and learners going forwards
7. Therapy Station reserves the right to pass on relevant information to a third party where there is a valid legal reason to do so and any request for information will be investigated internally prior to any personal information being passed on.

How do you make a complaint?

Customers can make a complaint in whichever way is easiest for them, for example by telephone, email or letter. 

Customers who would prefer to make a 

• verbal complaint can telephone Therapy Station on 01455 634072 and speak to our reception team.
• Customers who would prefer to submit a complaint in writing can 

• • email us on info@therapystation.co.uk
  • Write a letter to:  Therapy Station. 5b Church Street, Stoney Stanton, Leicestershire, LE9 4DA

What happens next?

1. We acknowledge receipt via phone or email within 5 working days
2. We will complete a thorough investigation into your complaint and will endeavour to provide a full response and resolution within 8 weeks
3. If you are not fully satisfied with our response/proposed resolution, please appeal the decision in writing and we will endeavour to resolve it to your satisfaction
4. In the event you are still not fully satisfied you can escalate your complaint to the relevant Governing Body. 

Informal Complaint Procedure

We recognise that many concerns will be raised informally, and dealt with quickly.

Our aims are to:

• resolve informal concerns quickly
• keep matters low-key
• enable mediation between the complainant and the individual to whom the complaint has been referred

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Formal Complaints Procedure

Therapy Station defines a complaint as ‘any expression of dissatisfaction with Therapy Station, a member of staff or with a student and that requires a formal response’.

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

Therapy Station’s responsibility will be to:

• acknowledge the formal complaint in writing within 5 working days of receiving it
• respond with an explanation within 15 working days
• deal reasonably and sensitively with the complaint
• take action where appropriate

A complainant’s responsibility is to:

• bring their complaint, in writing, to the Head of Centre / Directors attention normally within 4 weeks of the issue arising
• explain the problem as clearly and as fully as possible, including any action taken to date
• allow the Head of centre / Director a reasonable time to deal with the matter
• recognise that some circumstances may be beyond the Head of Centre / Directors control

The Head of the centre / Director's aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently time scales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected.

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and the Head of the centre / Director maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint will be judged on its own merit). Should this be the case, the situation will be explained to the complainant.