Complaints Handling Policy

We are committed to providing a high-quality service to our clients. When something goes wrong, we would like you to tell us about it. “Doing the right thing” is important to us –it’s one of our core business values. We’ll do our best to do things right by you. We’re sorry that you’re having to register a complaint.

If you have a complaint, please speak to your Talk Works contact initially (if you are engaged in therapy, this is your clinician). If this does not resolve your complaint, or you do not feel comfortable raising your complaint to your Talk Works contact, please contact us in one of the following ways:

Email us at talktous@talk-works.org.uk

Call us on: 0191 4909301

Write to us at: Talk Works, Gateshead International Business Centre, Mulgrave Terrace, NE8 1AN

What will happen next?

•We will review your complaint and do our best to resolve it quickly. We will acknowledge in writing or by email receipt of your complaint within three working days of receiving it

•We will investigate your complaint fully. Complaints are dealt with impartially and professionally.

•We will respond to your complaint within 15 working days of sending you an acknowledgement letter. We will explain the outcome of our investigation.

•If we have to change any of the timescales above, we will let you know and explain why.

We hope that this resolves your complaint successfully, and that we’ve done the right thing. If you are not satisfied, you may contact:

HCPC
Park House
184 Kennington Park Road
London
SE11 4BU