Compliments and Complaints

Policy and Procedure



Purpose and Aim of the Policy 

Journey of You is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients. In particular by responding positively to complaints, and by putting mistakes right. Therefore, we aim to ensure that:

 

  • making a compliment or complaint is as easy as possible
  • we welcome compliments, feedback and suggestions
  • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
  • we deal with it promptly, politely and, wherever possible confidentially
  • we respond in an appropriate way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
  • we learn from complaints and use them to improve our service
  • we recognise that many concerns will be raised informally, and dealt with promptly
  • we review our complaints policy and procedures annually

 

 

Definitions 

A compliment is an expression of satisfaction about the standard of service we provide.  A complaint is defined as any expression of dissatisfaction; however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. 

 

 

Compliments, Feedback, and Suggests

We are always glad to hear from people who are satisfied with the services we offer. As well as general feedback and suggestions. All compliments, feedback, and suggestions are acknowledged, and if it is a written compliment or suggestion a recorded will be maintained within the client’s file. All feedback and suggestions are taken into consideration and if appropriate, and possible, implemented.

 


Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.



Responsibilities 

 Journey of You’s responsibility will be to:

  • acknowledge the formal complaint in writing within 30 days;
  • respond without undue delay;
  • deal reasonably and sensitively with the complaint; and
  • take action where appropriate

 

A complainant's responsibility is to:

  • bring their complaint, to Journey of You’s attention normally within 62 days of the issue arising and / or becoming known;
  • raise concerns promptly and directly with a Kirsty at Journey of You;
  • explain the problem as clearly and as fully as possible, including any action taken to date;
  • allow Journey of You a reasonable time to deal with the matter, and
  • recognise that some circumstances may be beyond Journey of You’s control

 

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Journey of You maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.



Making a Compliment, Complaint, or Feedback

Journey of You recognises that people have different processing and communicate styles. As such you may submit your compliments, complaints and / or feedback in the way that best suits your processing and communication style. This can be:



Complaints Procedure

Written records must be made by Journey of You at each stage of the procedure.

 

Stage 1

In the first instance, Journey of You must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

 

Stage 2

If the complaint cannot be resolved informally, the client should be advised that a formal complaint may be made and the following procedure should be explained to them. A formal complaint can be made either verbally or in writing. If in writing the attached form can be used. If verbally, a statement should be taken.

 

  1. Journey of You must acknowledge the complaint in writing, as well as the complainant's preferred communication style within 30 days of receiving it.
  2. Journey of You may discuss the complaint within supervision, who is bound by a contract of confidentiality.
  3. The client making the complaint will receive a response based on the investigation without undue delay of the complaint being received.

 

Stage 3

  1. If the complainant is not satisfied with the above decision, then they may lodge a complaint to National Counselling and Psychotherapy Society through their Complaints and Concerns Procedure.


Last Modified 22.08.25