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COMPLAINTS AND COMPLIMENTS POLICY

At Power to Live, we work to ensure you receive the highest quality service. Through the effective management of complaints and compliments, we hope to continue to improve our treatment. Your feedback is always helpful and taken into consideration.


As part of complaints and compliments policy and in alignment with our larger ethos of care, compassion and kindness we agree to:

  • Treat all complaints as valid, meaningful and useful

  • Promote transparency and honesty in responding to complaints and/or compliments

  • Ensure the process is accessible and clear

  • Respond to complaints and/or compliments in a timely manner (within three business days)

  • Take appropriate action where possible and incorporate feedback when necessary in our service processes and procedures

  • Respond to all complaints and/or compliments with empathy, kindness and concern

COMPLAINTS AND COMPLIMENTS

At Power to Live Foundation, we welcome all feedback. If something has not been right, we want to hear from you. Making a complaint will not affect your therapy or how you are treated by our service. All complaints are treated as valid, handled confidentially, and used to help us improve.
 

Compliments

If you would like to share a compliment or positive feedback, please email info@powertolive.uk. We pass all compliments to the relevant therapist or team member and share them at our team meetings.
 

How to make a complaint:
 

Step 1 — First contact Email info@powertolive.uk. Your complaint will be received by our Operations Manager, who will contact you to discuss the matter and work toward a resolution. Please include a brief description of your concern and what outcome you are hoping for. We will acknowledge your complaint within three working days.
 

Step 2 — Escalate to Clinical Director If your complaint is not resolved at Step 1, or relates to your therapy or a therapist's conduct, it will be reviewed by our Clinical Director and appointment to talk to you will be arranged within five working days. 
 

Step 3 — Chief Executive If your complaint remains unresolved, it will be referred to our Chief Executive, who will respond within ten working days.
 

Step 4 — Board of Trustees If you are still not satisfied, you can ask for your complaint to be reviewed by our Board of Trustees. Email info@powertolive.uk and mark it for the attention of the Board. The trustees will arrange to meet with you within ten working days.
 

External bodies
 

If you have exhausted our internal process and remain dissatisfied, you have the right to contact:
 

  • Charity Commission for England and Wales — concerns about the charity's conduct: www.gov.uk/charity-commission

  • British Association for Counselling and Psychotherapy (BACP) — concerns about a therapist's professional conduct: www.bacp.co.uk

  • Information Commissioner's Office (ICO) — concerns about how your personal data has been handled: www.ico.org.uk
     

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