Complaints Policy

The Adults’ Wellness Centre aims to provide high quality services which meet the needs of those aged 18 and over. To ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied.

We commit to maintaining confidentiality and protecting privacy throughout the complaints process in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We will only collect and disclose information to those organisations and team members who are involved in the consideration of the complaint. Any complaint raised will be dealt with in a timely manner, using internal resources where possible.

The Adults’ Wellness Centre works with a team of self-employed Clinical Practitioners, all of whom hold their own professional indemnity insurance and are appropriately registered with relevant professional bodies, including the HCPC, BACP and/or BPS, depending on their qualification.

1. If you are not happy with the service that you have received from a Clinical Practitioner, we advise, where possible, that you share your concerns directly with them, with the view for this to be settled internally. We aim to deal with complaints through early resolution where appropriate.

2. We understand that in some situations speaking directly to your Clinical Practitioner may not be suitable, or if you have spoken to them and the matter has not been resolved. In these circumstances, please communicate your complaint via email to:
tammy@adultswellnesscentre.co.uk

We will respond to complaints within the shortest possible time, but no later than 10 working days. Where this is not possible, you will be informed of the delay and the reason for this.

The aim is to investigate your complaint thoroughly and provide a response outlining how the matter will be addressed. If this is not possible within the timescale, an interim response will be provided detailing the action taken to date or being considered.

3. The outcome of the complaint will be recorded and communicated to you via email. This will include details of how the complaint was investigated, the outcome, and any steps taken to reduce the likelihood of recurrence.

4. If you remain dissatisfied with the response, you may contact the relevant professional body:
– For HCPC registered practitioners: www.hcpc-uk.org
– For BACP registered counsellors: www.bacp.co.uk

To file a complaint with a professional body, you will require the Clinical Practitioner’s registration number. Please contact the Centre if you require this information, or you may check the relevant professional register.

If you have a complaint against a member of the administrative or management team, please email tammy@adultswellnesscentre.co.uk outlining your concerns in writing. This will be investigated in line with the Company’s Disciplinary Policy for employed staff members.

This policy will be reviewed as required, or if a situation occurs which necessitates amendment.