The Children’s Wellness Centre aims to provide high quality services which meet the needs of the children and young people that we support. To ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied. We commit to maintaining confidentiality and protecting privacy throughout the complaints process in accordance with UK General Data Protection Regulation and Data Protection Act 2018. We will only collect and disclose information to those organisations and staff who are involved in the consideration of the complaint. Any complaint raised will be dealt with in a timely manner, using internal resources where possible.
The Children’s Wellness Centre works with a team of self-employed Clinical Practitioners all of whom hold their own professional indemnity insurance and legal registration with either the HCPC; Health Care and Professions Council or The BACP; British Association of Counselling and Psychotherapy.

1.If you are not happy with the service that you have received from a Clinical Practitioner, we advise, where possible, for you to share your concerns directly with them, with the view for this to be settled internally in the best interests of your child’s care. We aim to deal with complaints through early resolution where appropriate.

2.We understand that in some situations speaking to your child’s Clinical Practitioner may not be suitable, or if you have spoken to them and the matter has not been resolved, please communicate your complaint via email to tammy@childrenswellnesscentre.co.uk. The Children’s Wellness Centre will respond to complaints within the shortest possible time, but by no later than 10 working days. Where this is not possible, you will be informed of the delay and the reason for this. The aim is to investigate your complaint properly and give you a reply setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

3. The outcome of the complaint will be recorded and communicated to you via email. This will detail how the complaint was investigated, the outcome of the complaint and also any steps that have been taken to avoid any recurrences.

4. If you remain dissatisfied with the response, you may contact the HCPC complaints line and share your concerns about your child’s Clinical Practitioner via their website, www.hcpc-uk.org.
To file a complaint, you will need the Clinical Practitioner’s registration number; please contact The Children’s Wellness and we can provide this for you, or you can check the HCPC or BACP register yourself using the name and profession of the individual you wish to make a complaint against.

Making a complaint against a counsellor who works within The Children’s Wellness Centre
We work with a small team of child and adolescent counsellors who hire our therapy rooms in which to provide their sessions from.
The Children’s Wellness Centre will only hire rooms to a counsellor who has specific training in relation to children and adolescents, is a registered member of the BACP and who holds an enhanced DBS check and professional indemnity insurance.

If a client has a complaint against any checks that have been carried out on these counsellors, they must email tammy@childrenswellnesscentre.co.uk

If a client has a complaint against a counsellor’s code of conduct, this must be reported to The BACP, using the counsellors registration number.
The BACP have a complaints procedure in place in case there are concerns about one of their registered members and the way in which they practice. Anyone can raise a complaint with the BACP regarding a counsellor.
Depending on the outcome of any complaints, The Children’s Wellness Centre may terminate their working relationships with a Clinical Practitioner if appropriate in the best interest of the children and young people.

If you have a complaint against one of our admin team, our centre co-ordinator’s/reception team, or practice manager/s please email tammy@childrenwellnesscentre.co.uk expressing in writing your concerns. This will be investigated in line with our Disciplinary policy for employed staff members.

This policy will be reviewed as required, or if a situation occurs which necessitates any amendment.