Complaints

For those who use our service, it is important for us to be clear about what we can offer in a 20 minute phone call. We can listen with understanding to your feelings such as distress, fear, anger, loneliness, grief or confusion and help you to keep in touch with the fact that these are normal reactions to a totally abnormal and shocking situation. 

We can also direct you to websites that provide information about strategies for dealing with self-isolation, such as Mind.

We can continue to improve our service by listening and responding to the views of our service users. This includes ensuring that making a complaint is as easy and transparent as possible. This means that:

- We deal with complaints appropriately and promptly

- We treat a complaint as any clear expression of dissatisfaction with our service which calls for a response

- We respond in the right way - for example, with an explanation or an apology where we have got things wrong

Wherever possible we will try to respond and resolve the situation at an informal level. This will mean that the complaint is referred to one of three appointed trustees, one of whom will make contact with the person who makes the complaint and talk to them about any misunderstandings that might have arisen. If the service user wishes to take the matter further, the three trustees will then discuss this and decide the best way to do so. This might mean giving the service user information about how to contact the volunteer therapist’s professional registering body who can investigate whether the therapist has breached the professional ethical code that governs their practice.