Managing Complaints

Introduction

At Ace Music Therapy CIC we are committed to providing a quality music therapy service and working in an open and accountable way that builds trust and respect to all our service users. One of the ways in which we can continue to improve our service is by listening and responding to the views of our staff, directors, volunteers, customers and stakeholders, and in particular by responding positively to complaints and by putting mistakes right. We therefore aim to ensure that:

• Making a complaint is as easy as possible
• We treat complaints as a clear expression of dissatisfaction with our service which calls for a prompt response
• We deal with complaints promptly, politely, and when appropriate, confidentially
• We respond in the correct way – with an apology where appropriate, explanation and information on any action taken
• We learn from complaints and use them to improve our service

Our Responsibility

If Ace Music Therapy CIC receives a complaint it is our responsibility to

• Acknowledge the formal complaint in writing
• Respond to the complaint within 14 days
• Deal with the complaint reasonably and sensitively
• Take action where appropriate

A Complainant’s Responsibility

Anyone wishing to make a complaint against Ace Music Therapy CIC must do the following:

• Bring the complaint, in writing to a member of the Ace Music Therapy team within 8 weeks of the issue arising
• Explain the problem as clearly and fully as possible, noting any action already taken
• Allow Ace Music Therapy 14 days to respond

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Ace Music Therapy CIC maintain confidentiality.

Informal Procedure

It may be possible to resolve some complaints quickly and informally through an informal discussion with the support of a manager. If the matter is not resolved informally, the Formal Complaints Procedure (set out below) should be initiated. 

Formal Complaints Procedure

Stage 1

If you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that they have the chance to put things right. If your complaint concerns a manger of Ace Music Therapy rather than a member of staff then you should write formally to individual concerned. In your letter you should set out the details of your complaint including any relevant dates and names of individuals involved, the consequences for you as a result and the remedy that you are seeking.

You can expect your complaint to be acknowledged within 5 working days of receipt. You will receive a response and explanation within 14 days.

Stage 2

If you are not satisfied with the initial response to the complaint then you can write to the CEO and ask for your complaint and response to be reviewed. You an expect the CEO to acknowledge your request within 5 working days of receipt and a response within 14 days. This decision will be final and there will be no further point of escalation for reconsideration of the complaint.

Ace Music Therapy CIC aims to resolve all issues as quickly as possible, however inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.