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Manchester Centre for Cognitive Behaviour Therapy Ltd. Company Number 6139279. Registered Address: 5A The Common, Parbold, Lancashire WN8 7HA VAT

Registration # 939 8754 53 

C) PSYCHOTHERAPY/COUNSELLING/DEBRIEFING
 
1) Code of Ethics & Practice
As Associate Members of the British Association for Counselling and Psychotherapy (BACP) we are bound by its Ethical Framework for Good Practice in Counselling and Psychotherapy and subject to the Professional Conduct Procedure for the time being in force.
For more information, you can click on:
www.bacp.co.uk/ethical_framework

2) Cancelling sessions and changing time and/or day of sessions: One week's notice is required to cancel a session or to change the time or day of a session.
3) Length of sessions:
Each individual therapy session lasts 50 minutes
Initial Assessment sessions may be of  longer duration.
Critical Incident Debriefing sessions timings will vary dependent on individual/group debrief.
4) Payment of sessions:
Individuals: payment to be made at the end of each session. Receipt provided.
Corporate/Insurers/EAPs: Terms as agreed.
 
D) COMPLAINTS PROCEDURE
 
Therapy Complaints Procedure

Manchester Centre for CBT Ltd. is committed to providing a high quality, professional service. Although we always try to deliver the best service possible, given available resources, there may be times when you feel the standard is unsatisfactory. This procedure explains what to do if you have a complaint.
Because Therapists have access to sensitive and personal information, we operate a specific internal procedure for handling complaints from clients. If you are dissatisfied with any aspect of the Service, please refer to the procedure below.

How do I complain?
 
Stage 1
 
Most difficulties can be settled informally at an early stage by talking directly with the member of staff concerned. This may resolve the issue, e.g. by clarifying aspects of the counseling/psychotherapy process or by discussing your concerns in detail.
 
We hope that most complaints about the Service can be resolved quickly and informally in this way. We encourage you to discuss your complaint directly with the person involved, as this is often the easiest and most effective way to put things right.
 

What if I am still not satisfied?
 

Stage 2

If resolution is not possible, or if you decline to speak directly to the member of staff, the complaint should be referred to the Director of Manchester Centre for CBT:

Keith Chadwick, Director, MCCBT, 518 Wilmslow Road, Withington, Manchester M20 4BT

The Director will be responsible for ensuring that the staff member/ Associate Therapist is told of your complaint and invited to respond. Notes of all meetings, telephone calls or correspondence should be kept.

The complaint should be specific and fully documented. You will need to provide your name and address, dates, locations and relevant documentation as appropriate. You should also describe any previous unsuccessful attempts at resolution.

Finally, you should state what reasonable steps should be taken, in your view, to resolve the complaint.
Please be aware that the staff member/Associate Therapist concerned may also be asked to submit a written account.

It is the Centre’s expectation that the confidentiality of any written documentation generated by a formal complaint will be respected by all the parties involved.

The matter will then be investigated by the Director, who will decide what form of response is needed. For example, he may seek further written information from you to clarify matters concerning the complaint. You may be asked to attend an interview and the member of staff involved may also be asked to attend a separate interview. If this is the case, you may be accompanied at your interview by a friend or colleague.

The Director may also decide, if in his opinion the evidence justifies it, to uphold your complaint, or not to do so, without further investigation.

Where indicated, the Director may refer to the British Association for Behavioural and Cognitive Therapy and British Association for Counselling and Psychotherapy (BACP) Ethical Framework for Good Practice in Counselling and Psychotherapy. The Director may also seek further external and expert advice about the counseling/psychotherapy process itself.

An initial response will normally be given within 14 days of receipt of your formal letter of complaint. The Director will then notify you in writing of the result of your complaint and the reasons for the decision, together with any recommendations for action. It is our aim that formal complaints should be resolved within 28 days wherever possible.

During holiday periods, these periods may be extended due to staff absences. In some instances, responsibility for dealing with a complaint may be delegated or may be deferred until the return of the appropriate member of staff. You will be kept informed of any likely delays.

The Director will try to address your concerns fully and if required, provide you with an explanation and discuss any action that may be needed.

Please note that, as in all our work, confidentiality rests with the Counselling/Psychotherapy Service team as a whole and not with an individual counselor/psychotherapist.

If a complaint is not brought directly by the client concerned, his or her informed consent will be required before the matter can be discussed with another party.

If the complaint concerns the Director and informal resolution (as per Stage 1) is not possible, the matter should be referred in writing to the Manchester Centre for CBT Internal Verifier (an independent therapist/Lecturer):
Internal Verifier, Manchester Centre for CBT, C/O EDA, 97 Wood Lane, Harborne, Birmingham B17 9AY

The Internal Verifier can deal with complaints involving the Director provided they (Internal Verifier) have no relationship with you and there is no conflict of interest that could prejudice their involvement.
 

Can I take my complaint further?
 

Stage 3

If you are unable to resolve your formal complaint to your satisfaction through these procedures, you can contact the appropriate professional organization for the therapist concerned:

  • British Association for Behavioural and Cognitive Psychotherapy (BABCP)

  • British Association for Counselling and Psychotherapy (BACP)

These organisations provide information regarding their Professional Conduct Procedure. Clients who wish to pursue their complaint through the BABCP/BACP Professional Conduct Procedure will not have their case prejudiced by any action or decision taken through the Centre’s procedures.

The BABCP can be reached at: BABCP, Imperial House, Hornby Street, BURY, BL9 5BN. Tel: 0161 705 4304

The BACP can be reached at: British Association for Counselling and Psychotherapy, BACP House, 15 St John’s Business Park, Lutterworth LE17 4HB. Tel 0870 443 5252