1. Rights of Complaint

 1.1 All clients and potential clients should be informed verbally that there is a formal complaints procedure and that this is available in writing on the website or on request from the My Time Counselling Services Administrator or the Counselling Services Manager. Details of office address will be provided to all participants.

 1.2 Any client can make a formal complaint about any aspect of the programme.

2. Time-scale

 2.1 Any client can make a complaint but it must be lodged within one calendar year of the end date of the last session attended.

3. Making the Complaint

 3.1 Option 1: Clients should verbally make the complaint to the Counsellor. The Counsellor would listen attentively to complaint and discuss a solution. This should be recorded, if the Client agrees, in a complaints book.

 3.2 Option 2: If the Client does not feel they can communicate the complaint verbally to Counsellor they should contact the My Time office and speak to the Counselling Services Manager. The Services Manager would listen attentively to complaint and discuss a solution. This should be recorded if the Client agrees, in a complaints book

 3.3 Option 3: The Client can formally complain in writing addressing complaint to My Time Office. The letter has to be signed by the client.

 3.4 Complaints have to be from the clients.

 3.5 Any Complaint either received out of timescale, or not by a client will be rejected.

4.Notification

 4.1 The Client will be notified that the formal written complaint has been received and informed it will be dealt with in no more than 20 working days.

5.Response

 5.1 The written complaint will be sent to the complaint panel of the My Time Management Complaints Panel.

 5.2 The Panel will comprise of three members and include a My time representative, external counselling supervisor and one independent member.

 5.3 The Panel will meet to investigate the complaint and decide whether further action is needed. The Client will be informed of the outcome in writing.

 5.4 f the Panel views that the complaint requires the Client to attend a meeting, or the Client wishes to speak directly to the Panel, a further meeting will be arranged.

 5.5 In the event the complaint is about an individual employee or contracted worker or a contracted organisation then they would be informed of the complaint and given the opportunity to make representation.

 5.6 The decision by the panel will be put in writing and sent to the Client no later that 10 days after any meeting.

6.Formal Appeals Procedure

 6.1. In the event, the Client is not satisfied with the written answer by the panel, the Client can appeal in writing no later than 28 days from receipt of Panel’s letter.

 6.2. The Letter of appeal would go to an appeals panel made up 3 new members appointed in consultation with the British Association of Counselling and Psychotherapy (BACP). My Time Ltd is an organisational member of BACP.

 6.3 The appeals Panel to be convened no later than 28 working days from receipt of appeal.

 6.4 Representation of Client and those who the complaint is directed at will be available at the appeal meeting.

 6.5 Notification of the appeal panel decision will be in writing and sent to participant no later than 28 working days from the meeting.

 6.6 As My Time Ltd is an organisational member of BACP, the Client will be informed of their complaints procedure.

Revised July 2006