Complaints Procedure
If you have a complaint about our organisation we want to hear about it and we will do our best to put it right.
Our Complaints Procedure has the following goals:
• To deal with complaints fairly, efficiently and effectively
• To ensure that all complaints are handled in a consistent manner throughout
• To increase stakeholder satisfaction
• To use complaints constructively in the planning and improvement of all services
Who can complain?
Anyone who:
• Is receiving a service from the ABTC
• Has been refused an ABTC service to which they think they may be entitled
How to complain
● The ABTC aims to address any complaint as soon as possible.
● If your complaint is about an individual practitioner it must be taken up with their Practitioner Organisation
● Many complaints can be resolved informally. In the first instance contact the ABTC and, we will try to resolve the matter
● If you make contact in person or by phone, please make a note of the name of the person you speak to, along with the date and time. If a solution is offered at this point, make a note of this as well
● If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Please write down your complaint and email it to: [email protected]
or post it to:
ABTC Secretariat
c/o Milsted Langdon
Winchester House
Deane Gate Avenue
Taunton
TA1 3UH
What happens next?
You will receive acknowledgement of your complaint within five working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.
You will receive a response to your complaint within 28 working days of its receipt. If any extension of this time limit is required you will be informed.
Does this always happen?
In all cases, a complaint will be given full and fair consideration. If a criminal offence is alleged, then the police will be informed.
Please be aware that complaints involved in ongoing legal proceedings, or those that have been previously resolved through legal action, are excluded from this complaints policy.
We recommend that individuals with concerns of this nature seek resolution through the appropriate legal avenues.
Can you take your complaint elsewhere?
Yes. You can contact the Charity Commission for further information about making a complaint about a charity.
Please see the Charity Commission’s website: http://www.charity-commission.co.uk/
Charity Commission First Contact
PO Box 1227
Liverpool
L69 3UG
