Skip Navigation

Complaints Policy of RICTAT

RICTAT view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.

Our policy is:

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of RICTAT or the professional competency of its members.

Where Complaints Come From

Complaints may come from a Therapist, a client or clients nominated representative. A complaint can be received verbally, by phone, by email or in writing.

Confidentially

All complaint information will be handled sensitively, informing only those who need to know and following any relevant data protection requirements.

Responsibility

The overall responsibility for this policy and its implementation lies with the Board of Directors of RICTAT.

Variation of the Complaints Procedure

The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair should not also have the Chair as the person leading a Stage Two review.

Monitoring and Learning for Complaints

Complaints to be reviewed annually to identify any trends which may indicate a need to take further action.

Publicised Contact Details for Complaints

Written complaints may be sent to RICTAT at 24b Lancaster Lane, Clayton le Woods, Leyland, Lancashire, PR25 5SN or by e-mail at register@rictat.org. Verbal complaints may be made by phone to 01254 662585.

Complaints Procedure of RICTAT

Stage One

  1. The complaint firstly must be made to the person responsible for the issued being complained about, this maybe an individual therapist or a practice manager/owner.
  2. If the complaint does not feel that the complaint has been resolved to their satisfaction then it can be escalated to RICTAT.
  3. On receiving the complaint at RICTAT a nominated member of the Board will investigate the complaint
  4. Complaints will be acknowledged by the person handling the complaint within one week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply.
  5. Ideally complainants should receive a definite reply within four weeks. If this is not possible because for example, an investigation has not fully been completed, a progress report should be sent with an indication of when a full reply will be given.
  6. The reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation and any action taken as a result of the complaint.

Stage Two

  1. If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request the complaint is reviewed by the Board of Directors. At this stage, the complaint will be passed to the Chair of the Board
  2. The request for Board level review will be acknowledged with one week of receiving it.
  3. The Chair may investigate the facts of the case themselves; this may involve reviewing the paperwork of the case and speaking with the Board member who dealt with the complaint at Stage One.
  4. Ideally complainants should receive a definite reply within four weeks. If this is not possible because for example, an investigation has not fully been completed, a progress report should be sent with an indication of when a full reply will be given.
  5. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation and any action taken as a result of the complaint.

The decision at this stage is final, unless the Board decides it appropriate to seek external assistance with resolution from RICTAT’s Insurers and/or GRCCT.