Play Therapy UK (PTUK) sees complaints as an important tool in continually improving our service. Anyone who comes into contact with PTUK’s service and is unhappy or dissatisfied can complain.
When complaining about staff, we can only handle complaints that are specifically related to direct experience of the execution of their duties and that are made of individuals or organisations that have interacted with our staff while performing said duties. This policy also covers PTUK’s Executive Board and Chief Executive Officer.
Complaints about PTUK staff
We do not accept complaints made about staff concerning issues related to their personal lives, nor do we accept complaints about staff made by competitor organisations or similar.
In the first instance, please address and send your complaint to the PTUK Professional Conduct Officer (PCO) email@example.com.
The PCO will triage the complaint and forward it to the Executive Board member responsible for the staff member so they can investigate the complaint as follows:
- PTUK Administration Staff will be forwarded to the Operations Director firstname.lastname@example.org
- PTUK Clinical Team will be forwarded to the Clinical Manager email@example.com
Once you have made a complaint to PTUK we aim to acknowledge this within 5 working days.
We expect the investigation of the majority of complaints to be dealt with within 28 working days of receipt. The time taken to respond will vary depending upon the complexity of the complaint. If we are unable to respond within 28 working days, we will contact you to explain why and agree an extension to this timescale with you.
Once PTUK has considered your complaint and sent you a response the decision is final. We may acknowledge any further correspondence from you but, unless it raises new issues that we consider significant, we will not send further replies.
Complaints about PTUK Executive Board members or the Chief Executive Officer (CEO)
We do not accept complaints made about Executive Board Members, Operations Director, Clinical Director or the CEO concerning issues related to their personal lives, nor do we accept complaints about them made by competitor organisations or similar.
Complaints made against the PTUK Operations Director or PTUK Clinical Director should be made directly to Monika Jephcott CEO firstname.lastname@example.org.
Once you have made a complaint to PTUK regarding an Executive Board member or the CEO we aim to acknowledge this within 5 working days.
We expect to respond to the majority of complaints within 28 working days of receiving the complaint. The time taken to respond will vary depending upon the urgency and complexity of the complaint. If we are unable to respond within 28 working days because, for example, the matters you raise require more detailed work, we will let you know.
In circumstances where it is the CEO who is the subject of the complaint or grievance, they have a clear conflict of interest and cannot be involved in any way in managing the complaint made against them: they take no part in the investigation other than cooperating with the investigator.
Due to the sensitive nature of such situations, it would be inappropriate for any employee to be directly involved in the investigation or handling of a complaint/grievance against the CEO.
Complaints made against the PTUK CEO should be made directly to Chair of the British Council of Therapeutic Interventions with Children (BCTIWC), Helen Tozer email@example.com.