COMPLAINTS AND FEEDBACK POLICY

This policy is designed to inform clients, counsellors, and volunteers of how we manage complaints and comments ensuring they are dealt with in a consistent and effective way.  

Feedback is crucial because it provides us with the information we need to improve the quality of the services we provide.  Additionally, it gives us insight into how you are engaging with the organisation.

We aim to provide the highest standards of care so it is important we not only hear about complaints and feedback but that we resolve them at the earliest possible opportunity.  

There are some issues that can be dealt with informally without having to go through a formal process. However, if the complaint or concern cannot be dealt with informally, then formal procedures will be followed. 

Informal Stage

If a client has an issue, they should aim to resolve it informally with us if at all possible with the parties concerned.  Many problems can be settled this way. A counselling client should, to begin with, try and speak to their counsellor.  This provides the opportunity to discuss any concerns about the counsellor-client relationships.  

If at all possible, they should make the staff member in charge aware of their concerns on the day it happens.  

Please note that although this stage is informal, we may make a note of it so we can improve in the future. If you are not comfortable with this or your issue is not resolved this way, please let us know and we will move to the next, more formal stage.

Formal Complaints - Stage One

The process for the first stage of the complaints process is as follows:

1. The client should send their complaint in writing (by email to ayatrainingdevelopment@gmail.com) and address it to the the Service Manager and/or Management Team.  They will acknowledge the complaint within 5 working days.
2. The complaint will be investigated and a response to the client will be provided in writing within 21 days.  In order to facilitate a smooth and effective investigation, please ensure you include details of the problem (time, date, what happened etc.) and what you would like the outcome to be.
3. The investigation will involve the client, counsellor and a senior manager. The client can bring a representative if they would like. Minutes will be taken during the meeting and afterwards the result will be sent to the client in writing. 

Formal Complaints - Stage Two

If stage one does not work or the client wants to appeal the outcome, then the process will move to this second stage.  At this stage, the Director will become involved. The client should write to the Director who will acknowledge it within 5 working days and an outcome will be provided in writing within 28 days.

Formal Complaints - Stage Three

In the event that you are dissatisfied with the resolution at stage two, you should let the Director know within 7 days.  When reviewing the appeal, the Director may involve an independent professional practice consultant to advise the company.  The steps in this process are as follows:

1. In line with GDPR regulations, we will seek written consent from the client(s) to release their papers and documentation for third party investigation.
2. The independent professional practise professional will report within 14 days of receiving the case file to the Director (or their representative) who will write to the complainant within 7 days of receiving the report
3. If the complaint remains unresolved or if the client is still not happy with the outcome, they can contact the relevant membership organisations using their own complaints procedures.  

The relevant membership organisations for Aya Training & Development are as follows:

• British Association for Counselling and Psychotherapy (BACP) - https://www.bacp.co.uk/
• The National Counselling and Psychotherapy Society (NCPS) - https://nationalcounsellingsociety.org/have-a-concern/complaints-process

Please note that membership organisations will normally only investigate a complaint relating to the standard of service provided by the member if the complainant has gone through the full and complete complaints process of the member organisation.

We ask clients to provide feedback on the feedback form when they have accessed the service and completed their therapeutic process. Different feedback forms may be provided for different services.

Feedback and compliments can also be made by emailing ayatrainingdevelopment@gmail.com

If the feedback was done verbally, then the client, their representative or a counsellor can put this in writing.  The feedback will be passed to the relevant person.

Feedback is vital as it helps to improve and enhance what we offer so the time taken to do this is hugely appreciated.  Please note that feedback may be used in testimonials on the website (and company social media) but no identifying information will be used.

This policy will be reviewed periodically in line with statutory and regulatory requirements.