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

Complaints and Compliments Procedure

Stage 1

If you hope to resolve the matter informally, please contact the Managing Director (MD) on telephone number 01482 588788 to discuss your concerns.
The Managing Director will investigate the matter and respond to you, either verbally or in writing, whichever you prefer, within an agreed timescale.

Stage 2

If you do not wish to discuss your concerns verbally you should write to the MD giving details of the nature of your complaint. You should mark the envelope “CONFIDENTIAL - COMPLAINTS PROCEDURE”.
Time to Listen will write to you to acknowledge receipt of your complaint within five working days of receiving it, 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 satisfied with the outcome of your complaint at Stages 1 or 2, or if your complaint concerns the MD, 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.

If you have been referred by Hull City Council and are not satisfied with the outcome of your complaint please contact them at the address below and inform them of your concerns regarding Time to Listen.
Complaints manager, Brunswick House, Strand Close, Beverley Road, Hull, HU2 9DB
Tel: (01482) 616143 
Email: 

SocialServices.Complaints(_AT_)hullcc.gov.uk

Any complaints made about Time to Listen’s activities are monitored and will be reported to all relevant persons. If the outcome of the investigation of the complaint is unfounded and further vexatious action is taken, then Time to Listen will seek legal advice to bring the matter to a close.

With regards to compliments

We are committed to providing all an outstanding service. When you feel that you have received a first class experience we would welcome you providing us with feedback on what we did well to meet your needs. Your feedback on what we do well means a lot to us and will be cascaded to all team members and with your agreement placed on our website (confidentiality will be observed). It may also be used for analysis purposes to inform future practice
Policy Reviewed: April 2015

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.