Complaints Procedure

This page explains the steps that the company will take when receiving a complaint from users of our services, organizations or members of the public. This page does not address complaints made by staff of Able Therapies or prospective job applicants. The current procedure has been written so that ABle can be accountable to the people it provides a service for. Thus, we commit to investigate all complaints and to take appropriate action and redress if appropriate.

The Process of Making a Complaint

Before taking the action of any formal complaint, we invite complainants to discuss their concerns with Dr Alexandra Boughey

Following such conversation, and if a formal complaint is to be made, we kindly request you to do so by writing an email to dralexandraboughey@gmail.com.

What will happen?

We pledge to acknowledge your complaint within 5 working days and begin relevant investigative processes.

• ABle aims to attempt to resolve the complaint by all the means possible.
• ABle will communicate the outcome to the complainant through writing, including redress if appropriate.
• ABle will respond to a complaint being made within 20 days.
• ABle will give you the possibility of discussing the outcome of the complaint verbally with Dr Alexandra Boughey

Redress

If the Director finds that the complaint is upheld redress will be offered to the complainant. In deciding the level of redress, the Director will make their decision based on the facts of each case and the loss or inconvenience incurred by the complainant.

Options include:

• Apologies from ABle & company director
• A commitment to the development of policies if needed to address the issues that have been brought up as a result of the complaint.
• Agreement to undertake a specific type of work as agreed
• Monitoring Complaints
• All complaints will be securely stored and monitored as per the privacy policy of ABle.