Website Terms

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Terms & Conditions

Complaints, Compliments and Comments

My Time CIC is passionate about delivering the best quality support possible. So please learn about our Service User/ Client Policy and how you make your voice herd about improving our service.

Valuing your Voice

As part of our policy we have a Service User/Client representative on our board to ensure that we have your interest at heart. To find out how you can become a representative then please ask a member of the My Time team today.
We aim to provide you with the best service, but we understand that there maybe times that you feel we do not meet your expectations.

Compliments

If you are happy with our service please feel free to tell us. Your compliments and thoughts are very important to help us to continue to deliver a quality service

Comments

If you have any comments, thoughts or suggestions on how we could improve our service, then please let us know, so we can improve our service for you in the future.

Complaints

If you have received a service from us, and are not happy or satisfied with the outcome, then our complaints is open to allow you to make your complaints and concerns heard. Please contact us immediately and within six months of the event.

Rights of Complaint

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

Time Scale

You can make a complaint but it must be lodged within one calendar year of the end date of the event.

Making the Complaint

You should verbally make the complaint to the My Time Team. The team member will listen attentively to the complaint and discuss a solution. This will be recorded in a complaints book. Alternatively the you can formally complain in writing addressing complaint to the My Time Office. The letter has to be signed by the you.

Notification

You will be notified that the formal written complaint has been received and informed it will be dealt with in no more than 28 working days.

Response

The written complaint will be sent to the My Time Managing Director. The Director will assemble a panel will comprise of three members and include, themselves, My Time Finance Manager and an Independent Arbitrator. The Panel will meet to investigate the complaint and decide whether further action is needed. You will be informed of the outcome in writing. The decision by the panel will be put in writing and sent to the you no later that 14 days

Response

In the event, the you are not satisfied with the written answer by the panel, you can appeal in writing no later than 28 days from receipt of Panel’s letter. As a member of the British Association of Counselling and Psychotherapy BACP, you will be informed of their complaints procedure