Complaints & Discipline
Each Registrant agrees to
abide by this process
The Register was established to promote trauma specialists and therefore it is important that the public can have
confidence in those registered on this site. As the majority of
therapies listed on this site are practiced under common law, the ultimate
sanction in cases of serious professional misconduct available to us is removal of a registered therapist's details from
this site and expulsion from the register.
Registrants found to be in breach of our
code of ethics risk being removed from the register
The Register is committed to providing high quality and
responsive services at all times. However, we recognise that sometimes
people may not be satisfied with those services. We have therefore set up
this Complaints Procedure to enable people to tell us clearly when and why
they are not satisfied with either our services or those of our
Registrants.
A complaint is either a written expression of dissatisfaction.
This may relate either to how The Register itself has
carried out its work or how you have been treated by a therapist on the
Register. Only a written complaint may be investigated.
How to make a complaint
If you are unhappy with a service or the level of service provided by The
Register, you may wish to raise it first directly with either the person or the
department concerned. At all times we will try to resolve any problems as
quickly and as informally as possible
If you are unhappy with a service or the level of service provided by a
therapist listed with The Register, you may wish to raise it first directly with the
therapist concerned in order to try to resolve the matter as quickly as
possible.
If you prefer, or if you wish to take the matter further, you may make a
complaint either by letter or fax, marked "Confidential", directly to
The Register at our Headquarters address.
Please give full details of the issues you wish to raise.
Please ask if you need any help in making your complaint and we will try
to provide it.
The Register is committed to dealing with any complaint fully and in a fair
and impartial manner. We will also try at all times to make the procedure
for dealing with your complaint the least stressful as possible for you.
All complaints are dealt with in confidence, although we do use the
evidence gathered from any complaint to help improve our services. Records
are kept of all complaints.
Whilst there is no set time period for making a complaint, generally
speaking, a complaint registered after a long period of time has elapsed
may be more difficult to investigate than one registered closer to an
alleged event.
How will your complaint be investigated?
The Registrar shall have initial responsibility for determining whether
the issue/s raised represent a valid complaint within the parameters of
The Register Codes of Ethics. At no time will your complaint be
investigated by anyone involved in the substance of the complaint.
Receipt of your complaint will normally be acknowledged within ten (10)
working days. If the Registrar decides that your complaint is valid (as
described above), you will be:
-
Provided with a copy of The Register Code of Ethics
-
Given the name and contact details of the person investigating your
complaint
-
Informed
how long we expect to take to look into your complaint and when you can
expect a reply.
This will vary from case to case
A written report of your complaint, outlining the investigations and any
conclusions and recommendations, will be prepared by the investigating
officer. These are then passed back to The Registers'
Registrar for action. This
action (dependent on the circumstances of each case) may be decided solely
by the Registrar or in consultation with a member or members of the The
Register advisory panel. Such action may include but not necessarily be
limited to:
You will be advised of any action that The Register has
taken as a result of the complaint.
How to appeal if you are not satisfied
If you are not satisfied with our response to your complaint, you can ask
to have all of the evidence reviewed by a member (or members) of The Register advisory panel who has (have) had no previous involvement with
the complaint.
(N.B. This same Appeals Procedure is also available to any person against
whom the complaint has been brought).
They will be asked to prepare a report on their findings, namely that "on
the basis of the evidence available to the
Registrar" was the decision reached reasonable?
An appeal against a decision must be made within 28 calendar days of the
complaint being informed. It is very important to adhere to this
timetable, as no appeal will be considered by The Register after this period
has lapsed.
We will try to be as flexible as possible in dealing with your complaint
in order to make the situation less stressful for you. In particular, we
will endeavour to keep you fully informed throughout the course of the
complaint and in all cases, attempt to bring about a just resolution as
quickly as possible.
Other organisations that will be able to help you
WITNESS (formerly POPAN) --- Against abuse by health & care workers
Delta House, 175/177 Borough High Street. London SE1 1HR Tel: 020 7939
9920 / 0845 4500 300
info@witnessagainstabuse.org.uk
http://www.witnessagainstabuse.org.uk
(N.B. Free advocacy and advice service available)
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