Introduction
The aim of this policy is to safeguard clients who use IFT services, to protect IFT staff and the reputation of the organisation.
This procedure is relevant for complaints against:
a) Permanent IFT staff – who can receive a complaint about their delivery of training services, clinical services or administration services
b) Sessional IFT staff – who can receive a complaint about their delivery of training services or clinical services
c) Members of IFT – who can receive a complaint about their delivery of training services or clinical services
d) Clinical Associates – who can receive a complaint about their delivery of clinical services
IFT will not hear a complaint from a third party
If a member is employed by another organization such as the NHS, then the Complainant will be expected [a] to have made a complaint to their direct employer first if the service which they are complaining about was provided by that organization, and [b] to have exhausted the relevant complaints procedure of that organization. A copy of the written outcome of that investigation will be required by IFT to inform the decision as to whether IFT can progress the complaint any further.
1.0 Procedure
1.1 Aim
The aim of the complaints procedure is to ensure protection to those people who have accessed IFT services and to protect the reputation of IFT.
1.2 Timescale
A complaint must be lodged within five years of the alleged breach.
All records, except for the details of the formal complaint, the formal response, the decision made by any panel, any appeal and record of sanction, will be kept for 2 years. The formal records will be kept for 5 years.
1.3 Administration
The procedure will be administered by the IFT Director unless the complaint is in respect of the Director in which case, the Chair of Council should take the IFT Director’s position in the Complaints Procedure.
1.4 Expenses
Travel expenses as a result of lodging a complaint will not normally be paid. The exception to this is when the complainant is specifically requested to attend a meeting, in which case travel expenses can be reimbursed.
There is a two stage complaints procedure and also an appeal stage.
2.0 Stage One: Informal stage
2.1. The objective of this stage of the procedure is to encourage the amicable and timely resolution or mediation of most complaints without recourse to unduly formal proceedings.
2.2. Before lodging a formal complaint, the complainant is expected to attempt to resolve the issue informally with the person complained about.
2.3. Where this is not practicable for any reason or the complainant feels unable to approach that person, the complainant should without delay discuss the problem and its resolution with their line manager in the first instance.
2.4. Where the complaint relates to a teaching or course related problem a student should without delay discuss the problem:
a) with their Course Chair
b) with their personal tutor or supervisor
2.5. For other complaints where informal resolution is not possible, the complainant should discuss the problem:
a) with their Line Manager
b) with the IFT Director
c) with anyone else who is directly accountable for the respondent’s work
2.6. If it is not possible or appropriate to reach an informal resolution, an explanation in writing will be required of the attempted solution.
2.7. The complainant should be informed of the formal complaints procedure
Complainants are advised to keep notes made at the time or as soon as possible of:
a) the date and nature of any incident giving rise to a complaint
b) the date(s) on which they took steps to raise the complaint and seek its resolution
c) The date(s) and content of any responses given
3.0 Stage Two: Formal Stage
3.1. The objective of the formal stage of this procedure is to help address any remaining justifiable dissatisfaction on the part of the complainant and to help reach a prompt resolution of the complaint where informal steps have failed.
3.2. The formal Complaints Procedure is instigated when:
a) the allegation is of a breach of the specific clause or clauses of the relevant Codes of Ethics and Practice
b) there has been a failure to follow agreed policy, including Equal Opportunities Policy
c) the complaint may bring IFT into disrepute due to the action of a teacher, member or clinical associate, or member of the administration staff
3.3. A complainant should put in writing a clear, concise statement of the complaint, details of any steps taken previously to address it, and submit it to the Chair of the Course, Line Manager of the person subject to the complaint or the Director of the IFT, who will notify the Chair of the IFT Council.
3.4. Acknowledgement: The IFT Director will, within 10 working days, acknowledge the receipt of the complaint in writing to:
a) the Complainant
b) the person complained against
c) the Chair of the IFT Council
Included in this communication will be a copy of the complaint and details of the procedure to be followed.
3.5. Investigation: Normally two people will form the Complaints Panel and be responsible for investigating any complaint. One is usually the IFT Director, the other a senior member of the Management team.
3.6. Respondent: Once a formal complaint has been accepted, the full copy of the formal complaint will be submitted to the person complained against, who will have 28 days to respond in writing to the Director of the IFT.
3.7. Evidence: All evidence submitted by the complainant and the respondent will be available to the parties involved in the complaint. The Director of the IFT will ensure that this process is followed
3.8. Gross misconduct: Where the complaint alleges gross misconduct (as defined by the disciplinary procedure), the relevant staff member/s should normally be suspended while the matter is investigated. If gross misconduct is alleged against a member, sanctions may be applied by IFT as detailed in the Membership regulations.
3.9. Separate investigation interviews will be arranged by the Complaints Panel to meet with the Complainant and the person complained against. These will focus on the facts of the complaint directly, attempting to elicit factual information. Any opinions expressed should be supported by evidence. This process is followed in relation to both the complainant and the person complained against
3.10. Meeting: Any meeting called in relation to the complaint will be fully documented with copies of all communications. One member of the Complaints Panel will produce a factual record of the investigation interviews. The Director will be responsible for submitting these documents to the parties involved
3.11. The complainant and person complained against can be accompanied by a representative at any meeting called in relation to the complaint. These persons may support or speak on their behalf
3.12. In the event of either party failing to attend an investigation meeting, the Complaints Panel can:
a) Proceed with the hearing in the absence of the parties
b) Re-arrange a meeting to a future date, not more than 28 days in advance
c) Terminate the proceedings
These decisions are at the discretion of the Complaints Panel
3.13. If legal action is likely, IFT’s insurers need to be informed. Early consultation with a lawyer may also be advisable. Any legal action takes precedence over IFT’s procedures. In this event, the complaints and appeals procedure need to be suspended whilst legal advice is sought on the best way to proceed. The parties involved should be informed of any reason for such a delay.
3.14. Notification of the outcome: The Complaints Panel shall be required to reach a decision on the complaint and report in writing whether the complaint is upheld in whole or in part or not upheld, giving details and reasons.
3.15. The parties involved should be informed of the outcome of the investigation within 28 days of the final investigation interview.
3.16. If the complaint is upheld, sanctions will be placed within the framework of either the Disciplinary procedures (if an employed or sessional member of staff), or the Membership regulations (if a member)
3.17. If sanctions are imposed, the person complained against may make application to the Director of the IFT for sanctions to be lifted when the conditions laid down have been fulfilled.
3.18. The Director of the IFT will require evidence of compliance.
3.19. The Director of the IFT will inform the person complained against of any decision.
4.0 Appeals procedure
4.1. If a staff member is dissatisfied with the way in which a complaint has been dealt with, they can access the Grievance procedure as set out in the Grievance Policy.
4.2. If the complainant or person complained against is dissatisfied with the outcome of the Complaints procedure, there is a formal Appeals procedure.
4.3. Any appeal must be lodged, including any supporting evidence, with the Chair of IFT Council within 21 days of notification of the decision and/or sanction imposed as a result of the complaint.
4.4. Appeals will be heard on the following grounds:
a) Where there is relevant new evidence which was not available at the time of the complaint investigation
b) Where the procedure has not been applied correctly, which amounts to an appeal against the process of the complaint
c) Where the sanction is considered to be disproportionate to the finding of the complaint and is unjust in all the circumstances
4.5. If there is insufficient evidence to satisfy the grounds for an appeal (as stated above), the appellant will be notified in writing by the Chair of the IFT Council.
4.6. The other party involved in the complaint will be informed that an appeal is being heard and will be informed of the outcome. They will not be required to be part of the appeal process.
4.7. The appellant will be informed in writing within 6 weeks of the recommendations. This decision will be final on behalf of IFT.
4.8. If the appellant is dissatisfied with the outcome of the appeal, they will be advised to contact the United Kingdom Council for Psychotherapy (UKCP)