I Need Help Now

Complaints Procedure

We constantly strive to provide an excellent standard of service to our clients but there may be occasions when you, as a client may be dissatisfied with our service. This simple guide outlines what you should do if you wish to make a complaint, and what our commitment will be to you as our client. 

You may choose to make your complaint in writing, by email or verbally. 

In writing to: 

Governance Manager 

Alliance Psychological Services Ltd 

Barton House 

24 Yarm Road 

Stockton-on-Tees 

TS18 3NA 

Email: 

[email protected] 

FAO Governance Manager 

Telephone: 

01642 352747 (option 4) 

We will acknowledge any complaint within 2 working days. Some complaints may be resolved immediately, however, if the complaint cannot be resolved either by the member of staff you are dealing with or you are unhappy with the resolution, then the complaint may be escalated to the Service Manager who will respond to you (either verbally or in writing) within 5 working days. 

The complaint will be investigated by the Service Manager who will seek all the relevant facts and may need to contact you at some point for clarification or further information to help resolve your complaint. Hopefully, we can resolve your complaint quickly and swiftly however, we may need to take up to 25 days to obtain all the relevant facts. We will let you know in writing what the outcome of the complaint is. If you are not happy with the response you may be able to ask for an independent review. We will advise you on the steps throughout the process. 

We would encourage any complaints to be made within 6 months of incident/event occurring. 

Alliance Governance Manager. 

Privacy Policy

We regard your privacy as important and any personal information you give to us will be used in accordance with the Data Protection Act 1998 and the General Data Protection Regulations.

We do not store personal information about individuals who visit this site except where they provide contact information via our contact us page and contact forms available on various pages throughout the website.

Any information you provide will only be used for the reasons specified and it will not be shared with any third party without your consent, unless required by law.

Your contact details are kept securely and are only accessed by authorised members of staff as part of the provision of school services. If you do not wish us to keep this contact information please tell us.

This website uses Google Analytics which provides statistical data about the usage of the site. This information is not used to identify individuals, but is collected to provide us with an understanding of the areas of interest on our site and how our site is being used.

If you are connected to the internet you will have an IP Address. This may take the form of a figure, such as 333.333.22.1. The address will be automatically collected and logged as part of the connection of your computer to our web server and may be used to determine the total number of visits to each part of the site. This data is not collected and used for other purposes.

This website contains links to other websites. The School is not responsible for the privacy practices of other sites or organisations and recommends you consult the privacy information on those sites.

This policy will be reviewed and updated versions will be posted on the website.

If you have any questions about the use of your personal information, the Information Commissioner is the independent regulator for both Data Protection and Freedom of Information.

 We would like to assure everyone accessing our services that we are working very much, as normal and have put in place a number of solutions to ensure our therapies are still as effective as possible.

Although our buildings are currently closed, we are offering our therapies and support via alternate means as we appreciate during this pandemic our services will become even more vital.

 If you are currently accessing our services then we will have contacted you to inform you of the changes to our delivery and if you would like to make a referral, or require further information on our range of support please contact us using the following methods.

 We also have a vast range of resources and signposting to websites and apps that can assist your mental health and wellbeing.

You can call us on the following numbers:

NHS Adult Psychological Therapies - 01642 573924

Children, Young People and Families - 01642 352747

Workplace Wellbeing - 0800 1075 880

 

Thank you.