How to Complain to The Practice

Should you have any concerns about therapy please speak to your therapist.

Your therapeutic contract is between you and your therapist and not The Practice.

Any complaints around the service you have received should be directed to the governing body to which your therapist belongs (BACP, BPS etc.)

Your feedback is very important to us.  Should you wish to discss any aspect of the service you have received please contact The Practice Practice Manager at tracey@thepractice.co.uk.  Please list the nature of your complaint, the timeline in which your issue has occurred, your therapist's name and your contact details. We will review all information in the strictest confidence and contact you to discuss any outcome or further action.

Mediation Complaints Procedures

1. All complaints will be acknowledged in writing within 5 working days of receipt.

2. All complaints will be investigated and responded to within 21 working days of receipt. The procedure may specify that on occasions further time may be required, in which case the complainant should be notified of this in writing. 

3. The Investigation will be carried out by somebody other than the mediator that the complaint relates to.

4. If you wish to appeal the result of the investigation to the Head of the Practice this will be dealt with, within 6 weeks.  

5. If The Practice Response is not accepted the complainant can appeal to the CMC on certain grounds set out below. This must be done within one month of conclusion of consideration of the complaint by the mediator or provider and in any event within 6 months of the events giving rise to the complaint. Complaints received outside these time limits will only be accepted at the discretion of the CMC.

•  All complaints must be in writing and addressed to the CMC at complaints@civilmediation.org. On receipt of your e-mail the CMC will send you a complaint form to be completed and returned.
• Complaints can only be considered by the CMC if they concern an individual or organisation which is a member of the CMC. The CMC regrets that it cannot consider complaints against non-members.
• All documents relating to the complaint must be submitted with the complaints form or, if any are unavailable, you must give an indication as to when they will be supplied. In submitting a complaint you consent to all information you supply and any accompanying documents being disclosed to the other party to the complaint, to the CMC’s Complaints and Discipline Committee, the CMC Board and to other relevant third parties which may include other regulators.
• Complaints may be made on the following grounds only:
• A complaint may be made against a Regulated Mediator (i.e. CMC Associate, Registered or Fellow) on the grounds that they no longer meet the requirements for Regulation (Rule 1 (i)); and/or they are not a fit and proper person to hold Regulated status (Rule 1 (ii)).
• A complaint may be made against a Registered Provider on the grounds that it no longer meets the requirements for Registration (Rule 3 (i); and/or the service provided by the Provider does not meet generally acceptable standards (Rule 3 (ii)).
• A complaint may be made against an organisation which offers a Registered Training Course on the ground that it no longer meets the requirements for Registration (Rule 5).
• A complaint may be made against any Member of the CMC (whether an Individual or Organisation, and whether Registered or not) on the grounds that they have brought the CMC or the mediation profession or the mediation process into disrepute (Rule 6).
• Complaints will be dealt with in accordance with the procedures adopted by the Complaints and Discipline Committee of the CMC from time to time. A copy of the Rules is available on request from the Secretariat.
• All communications must be made in writing, but in its absolute discretion the CMC may also accept oral representations from the parties.
• The determination of a complaint by the CMC and any disciplinary measures imposed are final and no further appeal will be entertained.
• The CMC will progress your complaint with due diligence and in most cases provide a final determination within 6 months of receipt of the complaint.

In addition, Regulated Mediators and Registered Mediation Providers must keep written records of any complaints received.