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.

The Children’s Wellness Centre works with a team of self-employed Clinical Practitioners all of whom hold their own professional indemnity insurance and if applicable, legal registration with an appropriate organisation, including but not limited to HCPC, BACP, BANT and UKCP.

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 between you and your practitioner, in the best interests of your child’s care.

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. 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.

4. If you remain dissatisfied with the response, you may contact the registration in which your Clinical Practitioner is associated with. For Occupational Therapy, Physiotherapy, Speech Therapy and Psychological services this would be the HCPC complaints line. You can share your concerns about your child’s Clinical Practitioner via their website, www.hcpc-uk.org. If your complaint is about a counsellor then you may contact The BACP website, www.bacp.co.uk and complete a Professional Conduct Complaints Form. If your complaint it about a Psychotherapist, then you may contact The UKCP website, www.psychotherapy.org.uk. If your complaint is about a Nutritional Therapist, then you can contact www.bant.org.uk. 

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.

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.