Complaints Policy

Policy Title: Client Complaints Procedure Policy Policy Owner: Say More Ltd Effective Date: 13/06/2025 Review Date: 13/06/2026 

1. Policy Statement

Say More is committed to providing a high-quality, professional, and ethical therapeutic service. We recognise that there may be occasions when clients wish to raise concerns or make a complaint about the service they have received. We view complaints as valuable opportunities for learning and improving our practice. This policy outlines a clear, fair, and accessible process for clients to raise concerns and for Say More to address them effectively and transparently.

2. Purpose

The purpose of this policy is to:

  • Ensure that all clients are aware of how to raise a concern or make a formal complaint.
  • Provide a clear and consistent process for handling and resolving complaints promptly and fairly.
  • Promote a culture of openness where feedback, including complaints, is welcomed and used to enhance service quality.
  • Uphold Say More’s commitment to accountability and ethical practice, as outlined in our Ethical Framework Policy.

3. Scope

This policy applies to:

  • All clients (current and former) of Say More, including individual and group therapy clients.
  • All complaints regarding the professional conduct of Say More practitioners, the quality of services provided, or the application of Say More policies (e.g., confidentiality, fees).
  • Complaints from third parties acting on behalf of a client (with the client’s explicit consent, unless there are safeguarding concerns).

4. Principles of Complaint Handling

Say More commits to handling all complaints according to the following principles:

  • Accessibility: The complaints process will be clear and easy for clients to understand and use.
  • Fairness: Complaints will be handled impartially, objectively, and without prejudice.
  • Confidentiality: All complaints will be treated with appropriate confidentiality, sharing information only on a “need-to-know” basis.
  • Promptness: Complaints will be acknowledged and addressed within clear, reasonable timescales.
  • Transparency: Complainants will be kept informed of the progress of their complaint.
  • Learning: Complaints will be used as a valuable source of feedback to identify areas for improvement in our services and policies.
  • Client Safety & Well-being: The client’s safety and well-being remain paramount throughout the complaints process.

5. How to Make a Complaint

We encourage clients to raise concerns as early as possible.

5.1. Stage 1: Informal Resolution (Directly with Practitioner)

  • Many concerns can be resolved quickly through direct communication.
  • If you have a concern about our service, we encourage you to discuss it directly with your facilitator in the first instance. This provides an opportunity for direct resolution within the therapeutic relationship.
  • If you are unable or unwilling to discuss the matter directly with your practitioner, or if your concern relates to your practitioner, please proceed to Stage 2.

5.2. Stage 2: Formal Complaint (Written Submission)

  • If informal resolution is not possible or appropriate, or if you remain dissatisfied, you should submit a formal complaint in writing.
  • Complaint Method: Please submit your formal complaint via email to Say-More.org dedicated complaints email address: [email protected]
  • What to Include: To assist us in investigating your complaint thoroughly, please include:
    • Your full name and contact details.
    • The name of the practitioner(s) involved (if applicable).
    • A clear, detailed description of the complaint, including relevant dates and times.
    • Any supporting documentation or evidence.
    • What outcome you are seeking (e.g., an apology, an explanation, a change in practice).
  • Timeframe for Submission: We ask that formal complaints be submitted within 3 months of the incident or the last therapeutic session to ensure that relevant information is still accessible and memories are fresh. We understand there may be exceptional circumstances, and these will be considered on a case-by-case basis.

6. Complaint Handling Process

Upon receipt of a formal written complaint:

6.1. Acknowledgement (Within 5 working days):

  • You will receive a written acknowledgement of your complaint within 5 working days of receipt. This will confirm that your complaint has been received and outline the next steps in the process. It will also name the individual who will be handling your complaint (the “Complaint Handler”).

6.2. Investigation (Commenced within 10 working days):

  • The Complaint Handler (who will be a senior member of Say More management and/or a suitably qualified independent party if the complaint is against a manager) will thoroughly investigate the complaint.
  • This may involve:
    • Reviewing relevant records (e.g., therapy notes, communications).
    • Speaking with the practitioner(s) involved.
    • Seeking input from the practitioner’s clinical supervisor (maintaining appropriate confidentiality).
    • Gathering any other relevant information.
  • The practitioner(s) involved will be informed of the complaint and given an opportunity to respond.

6.3. Response and Resolution (Within 20 working days of Acknowledgement):

  • A written response will be issued to you within 20 working days of the complaint acknowledgement.
  • This response will:
    • Provide a summary of the investigation.
    • State Say More’s findings regarding the complaint.
    • Detail any actions taken or proposed in response to the complaint (e.g., an apology, changes to practice, additional training for staff).
    • Explain the reasons for the decision.
  • If the investigation is complex and requires more time, you will be informed of the delay and provided with a revised timeframe.

7. Confidentiality

All complaints will be handled with appropriate confidentiality. Information will be shared only with those directly involved in the investigation or resolution process. Anonymised complaint data may be used for internal audit and service improvement purposes.

8. Learning from Complaints

Say More is committed to a culture of continuous learning and improvement. All complaints, regardless of their outcome, will be:

  • Logged centrally for monitoring and analysis.
  • Reviewed by management to identify trends, systemic issues, and opportunities for service enhancement.
  • Used to inform staff training and policy development.

9. Escalation / External Review

If you remain dissatisfied with the outcome of Say More’s internal complaints procedure, you have the right to escalate your complaint to an external professional body.

  • Professional Body: All Say More’s individual therapist practitioners are members of relevant UK professional bodies. If you are dissatisfied with Say More’s resolution, you may be able to refer your complaint to the relevant professional body. Please check your practitioner’s professional registration to identify the appropriate body.
  • Information Commissioner’s Office (ICO): If your complaint relates specifically to how your personal data has been handled under GDPR, you have the right to complain to the ICO:

10. Record Keeping

A confidential record of all formal complaints, investigations, and resolutions will be maintained by Say More in accordance with our Data Protection Policy and relevant data retention guidelines.

11. Policy Review

This policy will be reviewed at least annually, or as required by changes in legislation, professional body guidelines, or internal operational needs.

© 2025 Say More. All rights reserved.