Complaints Policy
The Mental Health Practice
Effective Date: 1 September 2024
1. Purpose of This Policy
The Mental Health Practice (hereinafter referred to as "the Firm") is committed to delivering high-quality legal services and maintaining a positive and professional working environment. This policy outlines how clients and employees can raise complaints and the process for resolving them fairly, promptly, and transparently.
2. Scope of the Policy
This policy applies to:
Clients: Who wish to raise concerns about the services provided by the Firm.
Employees: Who wish to address workplace issues, including discrimination, harassment, or unfair treatment.
Complaints Process for Clients
3. Client Rights
Clients have the right to:
Fair and Respectful Treatment
Raise concerns without fear of prejudice or discrimination.
Prompt Resolution
Have their complaints addressed in a timely manner.
Transparency
Be informed about the complaints process and outcomes.
Escalation
Refer unresolved complaints to external regulators.
4. How to Raise a Complaint
Complaints can be raised:
Verbally: By speaking to the solicitor handling your case.
In Writing: Via email or letter addressed to the Complaints Officer.
Contact Details:
Complaints Officer
The Mental Health Practice
Oxford Point, 19 Oxford Road, Bournemouth BH8 8GS
07961 053639
5. Complaints Handling Procedure
Acknowledgement
Complaints will be acknowledged within 10 working days of receipt.
Investigation
The complaint will be thoroughly investigated by a senior member of the Firm.
Response
A formal response, including any proposed resolution, will be provided within 20 working days.
Review
If dissatisfied with the response, clients may request a review by a Partner.
6. Escalation
If a client remains unsatisfied after the review, they may escalate the complaint to:
Legal Ombudsman
Website: https://www.legalombudsman.org.uk
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Address: Legal Ombudsman PO Box 6167 Slough SL1 0EH
Complaints Process for Employees
7. Employee Rights
Employees have the right to:
Raise Workplace Concerns
Without fear of retaliation or prejudice.
Confidentiality
Have complaints handled discreetly, respecting privacy.
Fair Treatment
Expect impartial investigation and resolution.
Escalation
Escalate complaints if unsatisfied with the outcome.
8. How to Raise a Complaint
Employees can raise complaints through:
Tammy Groves
HR Officer
The Mental Health Practice
Oxford Point, 19 Oxford Road, Bournemouth BH8 8GS
07961 053639
9. Complaints Handling Procedure
Acknowledgement
Grievances will be acknowledged within 10 working days.
Investigation
The Firm will investigate the matter, gathering statements and evidence as needed.
Resolution Meeting
A meeting will be held to discuss findings and agree on a resolution.
Appeal
Employees may appeal if dissatisfied with the outcome, which will be reviewed by a senior Partner or independent investigator.
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General Provisions
10. Confidentiality
All complaints will be handled with the utmost confidentiality. Information will only be shared on a need-to-know basis to resolve the issue.
11. Continuous Improvement
Complaints are reviewed periodically to identify trends and improve our services and workplace practices.
12. Monitoring and Review
This policy is reviewed annually to ensure its effectiveness and compliance with legal requirements.
13. Updates to This Policy
This policy may be updated periodically to reflect changes in legal or regulatory requirements. The latest version will always be available on our website or upon request.
Signed:
Tammy Groves
The Mental Health Practice
1 September 2024