Management of Complaints Policy
Purpose
CSK Psychology is committed to providing an excellent service and values feedback from the families that utilise our service. This policy outlines the procedures for handling and resolving complaints in a timely and effective manner.
Scope
This policy applies to all employees of the company who may receive or be involved in handling complaints.
Procedure
1. Receiving Complaints:
– We ask that complaints are submitted in writing via email
– All complaints will be documented and logged in our complaint register.
2. Acknowledgement:
– Upon receiving a complaint, the person who has made the complaint will be acknowledged within 7 working days and a formal response will be provided within 21 working days.
– The client will be informed of the steps that will be taken to address their complaint.
3. Investigation:
– The complaint will be investigated promptly and thoroughly.
– Relevant parties will be consulted to gather necessary information.
4. Resolution:
– Every effort will be made to resolve the complaint within a timely manner.
– If more time is needed, the client will be informed of the delay and provided with appropriate updates.
5. Communication:
– The client will be kept informed of the progress of their complaint throughout the process.
– Once resolved, the client will be notified of the outcome and any actions taken.
6. Record Keeping:
– All complaints, investigations, and resolutions will be documented and retained for future reference.
7. Continuous Improvement:
– Feedback from complaints will be used to identify areas for improvement in our services.
This policy is intended to ensure that all complaints are handled professionally, promptly, and to the satisfaction of our clients.
CSK Psychology 