Complaints Procedure

General Statement

Glasgow Cognitive Therapy Centre will endeavour to provide
services in a sensitive and supportive manner. People are
encouraged to let us know when there are issues of
dissatisfaction.

Where there is a complaint we will look on this as an opportunity
to examine our services and how they are delivered and learn
appropriate lessons from any findings.

Procedure

The organisation encourages people to resolve any complaint as
near the source as possible i.e. with the counsellor, supervisor or
trainer involved.

If the complaint remains unresolved, then the next step is a
written complaint to the Director which will be acknowledged
within 7 working days.

Investigation of the complaint will be undertaken by one of the
Directors or an associate appointed by them, and the findings
reported back to the complainant within 21 working days.

If the complainant is not satisfied with the response then they
may appeal to the independent Complaints Officer whose name
and contact address will be give on request.

The Complaints Officer will consider the information already
gathered and the reported findings and decide if further
investigation is necessary.

The complaints officer will report back his findings to the
complainant within an additional 21 days.

There will be a monitoring system of complaints received and
action taken.

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