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:
Alliance Psychological Services Ltd
24 Yarm Road
FAO Governance Manager
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.
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.
NHS Adult Psychological Therapies - 01642 573924
Children, Young People and Families - 01642 352747
Workplace Wellbeing - 0800 1075 880