Complaints Policy

At Cherry Tree Therapy Centre, we are committed to providing the highest quality of care and service to our clients. We understand that there may be times when you are dissatisfied with our services, and we take all complaints seriously. This policy outlines the procedure for addressing and resolving complaints in a fair and timely manner.

Purpose

The purpose of this policy is to provide clients with a clear and transparent process for making complaints about the services provided by Cherry Tree Therapy Centre. Our goal is to ensure that complaints are handled promptly, fairly, and with respect for all parties involved.

Definition of a Complaint

A complaint is defined as any expression of dissatisfaction with the services provided by Cherry Tree Therapy Centre, including but not limited to issues related to the conduct of staff, the quality of services, administrative processes, or any other aspect of our service delivery.

Lodging a Complaint

Clients who wish to lodge a complaint are encouraged to do so as soon as possible after the issue arises. Complaints can be made in person, by phone, by email, or in writing. Clients may also request assistance from a trusted advocate or support person to help them lodge their complaint if needed.

Complaint Handling Procedure

Upon receiving a complaint, Cherry Tree Therapy Centre will:

• Acknowledge receipt of the complaint within 2 business days.
• Assign a team member to investigate and address the complaint.
• Conduct a thorough and impartial investigation into the circumstances surrounding the complaint.
• Keep the client informed of the progress and expected timeline for resolving the complaint.
• Take appropriate action to address the issues raised in the complaint.
• Endeavour to resolve the complaint to the client’s satisfaction within a reasonable timeframe.

Confidentiality

All complaints will be treated with the utmost confidentiality. Information relating to the complaint will only be disclosed to those individuals directly involved in the investigation and resolution process. Client confidentiality will be maintained at all times, in accordance with our privacy policy and relevant laws and regulations.

Escalation Procedure

If a client is not satisfied with the outcome of their complaint or the manner in which it was handled, they may request to escalate the matter to a higher level of management within Cherry Tree Therapy Centre. Details of the escalation procedure will be provided upon request.

External Review

If the client remains dissatisfied after exhausting the internal complaints procedure, they may have the option to seek external review through relevant membership bodies or professional associations.

Feedback and Continuous Improvement

Cherry Tree Therapy Centre values feedback from clients and views complaints as an opportunity to improve our services. We will regularly review and analyse complaints to identify any trends or areas for improvement and take proactive steps to address them.

Contact Information

Clients can lodge a complaint or seek further information about our complaints process by contacting:

Caroline Ley
Clinical Director
[email protected]

Cherry Tree Therapy Centre is committed to providing a safe, supportive, and effective environment for all clients. We take complaints seriously and are dedicated to resolving them in a fair and transparent manner. We encourage clients to provide feedback, as it helps us to continuously improve our services.