Approval, Recommendation and Complaints Procedure
We want to hear from you…
WillisPalmer is an independent agency which promotes high standards in social care
practice. We aim to provide high quality services to a range of private and public
sector agencies and to members of the public.
If you approve of the service we have provided we would be pleased to hear from
you. If you would like to make recommendations about how we can improve please
contact us. If you are not satisfied with the service we have provided we will deal
with your complaint in a friendly and efficient manner.
WillisPalmer provides the following services:
- Independent Social Work services in childcare and mental health. We provide
assessments, therapy and a range of social work interventions
- Psychological services in childcare and mental health. We provide
psychological assessments and a range of interventions
- Therapy. We provide psychotherapy, family therapy and sex offender
treatment programmes
- Quality Assurance Services. We undertake serious case reviews; assist local
authorities with audit and quality assurance; risk assessment of professionals;
performance management, consultancy; supervision; training and
development.
If you have been pleased with the service we have provided then please let us know.
We also welcome suggestions about how we can improve our services. We will take
these suggestions seriously and include them as part of our planning for the future.
If you have not been happy with the service we have provided then we will do
everything we can to address your concern through our Complaints Procedure.
Complaints Procedure
If you wish to make a complaint about a service we have provided we will respond to
you in the following way:
Stage 1
- Write to us setting out details of your complaint. This should be done within
two months of the action that gave rise to your concern. Please be as precise
as possible regarding your dissatisfaction so that we can investigate
thoroughly.
- One of the Directors of WillisPalmer will take responsibility for dealing with
your complaint and conducting an investigation. We will then write to you
setting out our response including what action, if any, we propose to take.
Stage 2
- If a resolution to your complaint is not possible and you feel it has not been
satisfactorily addressed we will meet with you to discuss the circumstances of
your complaint. This will be undertaken by a different Director from
WillisPalmer. You are welcome to bring a friend or colleague to this meeting.
We will then write to you setting out our proposed course of action.
Stage 3
- If you are not satisfied with the second Director’s response you can request
that an investigation be undertaken by an independent person appointed by
WillisPalmer. You must make this request within 28 days of the response to
the stage 2 complaint.
- WillisPalmer will make a decision whether to appoint an independent person.
If such a person is appointed they will contact you and report back to the
Director’s within 28 days.
- The Directors from WillisPalmer will then consider the independent report
and make a final decision on the matter.
Complaints made during court proceedings
If your complaint is made during the course of live court proceedings we will not usually undertake an
investigation until the conclusion of those proceedings as disputed matters remain the province of the
court. We might investigate your complaint before the end of the proceedings if there are exceptional
circumstances involved. It will be at the discretion of WillisPalmer Directors and their legal advisors
as to whether a complaint is investigated during live court proceedings. Any decision in this respect
will be put in writing to you within 7 days of receipt of your complaint.
Principles of WillisPalmer Complaints Procedure
- We will ensure there is open access to our procedure
- We will always try to resolve complaints in a co-operative and inclusive way
- We will respond positively to justified complaints
- We are committed to impartial review of complaints
Contact us
You may submit your complaint in writing either by letter or e-mail:
Write to:
WillisPalmer
1 George Williams Way,
Colchester,
Essex CO1 2JS
E-mail to:
enquiry@willispalmer.com
Fax to:
01206 762727
Or telephone us to discuss your complaint on 01206 765858