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We specialise in working with children, young people and families, but also provide counselling for adults

Feedback – Complaints, Comments & Compliments

How to Provide Feedback to Time to Listen CIC

Time to Listen CIC continually strives to carry out its activities in a way that is fair, efficient, effective and professional. Feedback is fundamental in helping us to understand what we’re doing well and what can be improved upon from the perspective of all our key stakeholders. Feedback including compliments, concerns and comments about the service can be provided in a number of ways:-

oWe have a range of Client Evaluation forms which can be easily accessed via the Time to Listen Website: https://www.timetolisten.co.uk or obtained from your Counsellor / Therapist

oFeedback can also be submitted via the online ‘Contact Time to Listen’ Form accessed viahttps://www.timetolisten.co.uk/contact-timetolisten.php

oVerbally, in writing, via email or text message via the member of the Time to Listen team you are in contact with (such as your Counsellor/Therapist)

oBy calling the Operational Service Manager on 07920 036737 or writing to them:

Operational Service Manager

Time to Listen CIC
Marvell House Children’s Centre
Cranbourne Street
HULL
HU3 1PP
E:

info(_AT_)timetolisten.co.uk

Responding to Your Feedback

Receipt of feedback will be acknowledged within three working days.

Complaints

If, as a client, professional, partner organisation, volunteer or member of the public you have a complaint about something Time to Listen has done, or about the actions, behaviour or attitude of a staff member, Associate Counsellor, Student Counsellor or Independent Supporter then please follow the procedure outlined below:

Stage 1: Complaint

If you hope to resolve the matter informally, please contact the Operational Service Manager to discuss your concerns:

Operational Service Manager

Time to Listen CIC
Marvell House Children’s Centre
Cranbourne Street
HULL
HU3 1PP

M: 07920 036737
E:

info(_AT_)timetolisten.co.uk

The Operational Service Manager will investigate the matter and respond to you, either verbally or in writing, whichever you prefer, within a stated timescale.

Stage 2: Complaint

If you do not wish to discuss your concerns verbally you should write to the Operational Service Manager (address provided, above) giving details of the nature of your complaint. You should mark the email or envelope “CONFIDENTIAL COMPLAINTS PROCEDURE”. Time to Listen will write to you to acknowledge receipt of your complaint within three working days of receiving your correspondence giving a timescale for investigating your complaint and responding fully to you. You will be informed in writing of the outcome of the investigation.

Stage 3: If you are not happy with the response to your complaint

If you are not happy with the response to your complaint you can request for it to be escalated to Stage 3. You must do this within 21 days of receiving your complaint response. Your escalation will be acknowledged within three working days. Your complaint will then be reviewed by two Time to Listen CIC Directors and you will receive a response within 10 working days. If the Directors are unable to respond within 10 working days you will be kept updated and informed of when you can expect the Directors’ response.

Stage 4: If you are still unhappy and dissatisfied with the Directors’ complaint response

If you are not satisfied with the outcome of your complaint within the above 3 Stages, or if your complaint concerns a therapist, you should contact the British Association for Counselling and Psychotherapy (BACP) informing them of your concerns regarding Time to Listen. Your complaint will then be taken up by the BACP and their procedures will then be followed.

You can also consider sharing information with Ofsted. Although they cannot investigate individual concerns they will consider using the information received to inform their inspections and regulation of Time to Listen.

Monitoring and Service Improvement

Learning and improvement resulting from feedback received is disseminated within the Time to Listen team, as appropriate to improve the quality of the service. Anonymised feedback is often incorporated into Project Evaluations, funding applications and incorporated into Time to Listen’s website for transparency with the individual’s permission.

Complaints are also reported to the Board of Directors within their quarterly meetings to provide assurance that these have been adequately addressed and to ensure the highest possible standards of service are being maintained across the organisation. Identifiable client details will not be shared within this process.

Time to Listen strives to carry out its activities in a way that is fair, efficient, effective and professional. However if, as a client, member organisation, volunteer or member of the public you have a concern or complaint about something Time to Listen has done, or about the actions, behaviour or attitude of a staff member, associate counsellor, or volunteer then please follow the procedure outlined on this page.

Funding grants successfully awarded from the following have enabled Time to Listen to thrive and grow as an essential therapeutic service despite the COVID-19 pandemic. This funding has enabled Time to Listen to continue being responsive to the needs of our local communities.

safer hull logoBBC Children in Need logo