Feedback – Complaints, Comments & Compliments

How to Provide Feedback to Time to Listen CIC

Time to Listen CIC continually strives to carry out its activities in a way that is fair, efficient, effective and professional. Feedback is fundamental in helping us to understand what we’re doing well and what can be improved upon from the perspective of all our key stakeholders. Feedback including compliments, concerns and comments about the service can be provided in a number of ways:-

o We have a range of Client Evaluation forms which can be easily accessed via the Time to Listen CIC Website: https://www.timetolisten.co.uk or obtained from your Counsellor / Therapist

o. Feedback can also be submitted via the online ‘Contact Time to Listen’ Form accessed viahttps://www.timetolisten.co.uk/contact-timetolisten.php

o. Verbally, in writing, via email or text message via the member of the Time to Listen team you are in contact with (such as your Counsellor/Therapist)

o. By calling Janet Woodhouse, Chief Executive on 07377 979950 or writing to them via:

Time to Listen CIC
Marvell House Children’s Centre
Cranbourne Street
HULL
HU3 1PP
E:

Responding to Your Feedback

Receipt of feedback will be acknowledged within three working days.

Concerns and Complaints

If, as a client, professional, partner organisation, volunteer or member of the public you have a complaint about something Time to Listen has done, or about the actions, behaviour or attitude of a staff member, Associate Counsellor, Student Counsellor or Independent Supporter then please follow the procedure outlined below:

Stage 1:

All our team will be receptive and appreciative of your feedback. Please do seek to discuss any issues or concerns directly with the team member that you are working with. They will aim to respond promptly and will strive to resolve the matter with you in an understanding manner.

Stage 2:

If you do not feel comfortable or able to discuss or resolve matters with the team member concerned, please contact Janet Woodhouse, Chief Executive. Janet will seek to clarify the specific details of your complaint. You can contact Janet by phone, email or in writing. Please mark the email or envelope “CONFIDENTIAL COMPLAINTS PROCEDURE”. Time to Listen CIC will write to you to acknowledge receipt of your complaint within three working days and will offer a timescale for investigating your complaint and responding fully to you. If there are any delays in meeting the anticipated deadline, you will be notified and the reasons explained. You will be informed in writing of the outcome of the investigation.

Janet's contact details are as follows:

Janet Woodhouse
Chief Executive

Time to Listen CIC
Marvell House Children’s Centre
Cranbourne Street
HULL
HU3 1PP
M: 07377 979950

E:

Please note that if a complaint relates to a child or young person who is known to the Local Authority, the Local Authority will be informed and consulted. The Local Authority will also have their own complaints process that the child or young person may wish to access, also.

If you are unhappy and dissatisfied with the complaint response

If you are not satisfied with the outcome of your complaint, or if your complaint concerns a therapist, you should contact their professional regulatory body. This may be the British Association for Counselling and Psychotherapy (BACP) or the UK Council for Psychotherapy (UKCP).

You can also consider sharing information with Ofsted. Although they cannot investigate individual concerns they will consider using the information received to inform their inspections and regulation of Time to Listen.

Monitoring and Service Improvement

Learning and improvement resulting from feedback received is disseminated within the Time to Listen CIC team, as appropriate to improve the quality of the service. Anonymised feedback is often incorporated into Project Evaluations, funding applications and incorporated into Time to Listen’s website for transparency with the individual’s permission.

Complaints are also reported to the Board of Directors within their monthly meetings to provide assurance that these have been adequately addressed and to ensure the highest possible standards of service are being maintained across the organisation. Identifiable client details will not be shared within this process.