Complaints against Registrants
PTUK's Complaint Procedures
We try to ensure that all PTUK Registrants deliver the
highest standards of therapeutic care. However, if you become unhappy with the
service that you are given, or are worried about the conduct of a PTUK
Registrant, we suggest that you talk to our Registrant first about your
concerns to try and sort things out informally. Every practising Registrant has
to have a Clinical Supervisor, so you may wish to talk to them as well.
We encourage early resolution of complaints including use of
mediation where appropriate.
However if for any reason this is not possible, or hasn't
solved the issue, then you can always raise your concerns directly with
us. To make complaints hearings as
quick, fair and effective as possible we have a three stage process:
- Pre-hearing assessment
- Professional Conduct Hearing
PTUK will respond to the initial complaint within 48 hours. It will keep complainants informed of the progress and timescales of each stage, as they will be dealt with, according to the complexity of the issue.
Phone 01825 761143 stating that you wish to complain about a
PTUK Registrant, with brief details and your own contact phone number. You will
then be given an email or postal address for you to provide more details.
If you call out of office hours please leave a message. We aim to respond within 48 hours.
Alternatively you can write to:
The Chief Executive
Play Therapy UK
The Coach House
Mark your letter: Highly Confidential and Urgent
The Chief Executive will contact you, normally within 48
hours and ask you for details: the name and address of the child or young
person; the name and work address of the person that you are complaining about;
details of the services used including dates and number of sessions and any
other relevant details - what has happened, as much information as possible.
The Chief Executive will most probably recommend mediation
in the first instance as the quickest and most effective way of resolving the
issue. If this is not appropriate or turns out to be unsatisfactory for you, a
formal complaints procedure will be started.
The first stage is a Pre-Hearing Assessment Panel conducted
by PTUK. The panel will have not less than three persons, appointed by PTUK’s
Chief Executive and approved by the British Council for Therapeutic
Interventions With Children. These will
include a Chair, a lay member of the public and a Play Therapist unconnected
with your case. This panel will decide if there are valid grounds for a
complaint hearing. They will take into
- The person that you are complaining about is a current
Registrant of PTUK. We cannot deal with complaints against individuals or
organisations who were not Registrants of PTUK at the time of the alleged
breach of professional conduct.
- You must either have used the therapeutic play services of
the Registrant or be complaining on behalf of a child or young person with whom
the person has worked.
- The complaint legitimately falls under one of the three
headings for complaints specified in the PTUK Ethical Framework:
- Professional misconduct – where the practitioner has
contravened the ethical and behaviour standards that should reasonably be
expected of a Registrant of PTUK.
- Professional malpractice – where the service/s provided
have fallen below the standards that would reasonably be expected of a
practitioner exercising reasonable care and skill. Examples of malpractice
include: Incompetence, negligence, recklessness, inadequate professional
- Bringing the profession into disrepute - signifies that the
practitioner has acted in such an infamous or disgraceful way that the public's
trust in the profession might reasonably be undermined if they were accurately
informed about all the circumstances of the case. This excludes complaints that may be
considered vexatious, or those that are based on personal opinions without evidence
that harm is being caused to the clients.
- A complaint must be lodged within three years of the alleged
- If the complaint is under investigation by the police or is
likely to fall within the jurisdiction of any court or tribunal, for example for
financial compensation, PTUK will not usually accept and investigate the
If the complaint is rejected by the Panel, you and the
Registrant complained against will be formally notified in writing.
If the complaint is accepted, the Chief Executive of PTUK
will initiate the second stage of the formal complaints procedure by appointing
a Professional Conduct Panel of not less than five persons to examine the
complaint in detail and decide whether the complaint is proved or not.
The British Council for Therapeutic Interventions With
24 Elm Quay Court
Nine Elms Lane
By email: email@example.com
If your complaint reaches this stage, you may wish to
consider other options and engage professional advisers – the cost for any such
advice will not be met by the PTUK.
If the complaint is proved, the panel will decide whether or
not any sanction should be imposed upon the Registrant. These could include:
- Probationary period. The Registrant may continue to practice
under certain conditions with an increased amount of clinical supervision, with
prescribed actions that must be completed within a specified period of time.
- Suspension of Registrantship and removal from the PTUK Register.
In this case the Registrant is struck off the Register and is not allowed to
practice as a Registrant.
The decision of the Professional Conduct Panel, together
with details of any sanction, will be published in PTUK's journal and on this
web site in such detail as deemed appropriate to the findings and at its
discretion. Such decisions will be based on considerations of public interest
and the severity of the findings.
You may challenge the decision of the Professional Conduct
Panel by appealing to:
the Chair of the British Council of Therapeutic
Interventions With Children.
Any notification that PTUK, under these Procedures, is
entitled to publish in its journal will also be published on the Register:
against the name of the Registrant.
The complete PTUK Ethical Framework may be downloaded as an
Adobe Acrobat PDF file. To view and print this document you require a copy of
the Acrobat Reader.
EthicalFramework as a PDF file