Complaints Policy

• The complaint procedure should be easy to follow and accessible for anyone client requiring its use. Make the complaint process as easy to follow as possible for all clients.
• Complaints are dealt with speedily and with as little disruption to the client or being able to offer ongoing services. Complaints are dealt with as quick as possible and with as little disruption to the client and any ongoing services.
• Complaints are taken seriously and investigate thoroughly. Investigate complaints thoroughly and seriously.
• Complaints are dealt with sensitively and strict confidentially. Deal with complaints sensitively and confidentially
• Complaints are used as part of progression for the business where able. Learn and reflect from any complaints, the business will then make changes, if required
• To resolve complaints informally where able with ongoing communication stated in our safeguarding and privacy policies. Firstly, attempt to resolve a complaint informally by communicating either via email, phone or face to face.

• Please write to Ability Therapies at the following address: Oak Lodge Farm, Leighams Road, Bicknacre, Essex, CM3 4HF
• The letter of complaint will be stored safely and confidentially within our complaints register as soon as received.
• The complaint will be allocated to a member of staff and the staff member in concern will be given 5 working days to respond to the letter.
• The response will be investigated by the staff member allocated to the complaint
• You will be informed if any communication is required whilst investigating the complaint
• A meeting will be organised within 7 working days of receiving the complaint. All meetings and mediation sessions will be free of charge.
• If you would rather not meet in person a virtual meeting can be organised or a detailed response will be sent to you
• If a meeting has been held the staff member allocated to the complaint will contact you within 3 working days outlining key discussion points and an agreed plan for the immediate future.

A response from a complaint letter will completed up to 7 working days. The response will outline which member of staff will be dealing with the complaint and the next steps.