Complaints Procedure
At MediaCity Psychology, we strive to ensure everyone has a positive experience from the service. If anyone is unhappy with any part of our service, or if they have a complaint to make, we would like to know about it as soon as possible in order to resolve the situation quickly. All complaints will be treated seriously and confidentially.
This Complaints Procedure can be accessed as follows:
- It can be viewed on our website at www.mediacitypsychology.co.uk
- A hard copy can be requested by phone, email, letter or in person from MediaCity Psychology.
- Although we do not have the resources to produce this procedure in multiple languages and formats, it can be translated, viewed in larger text and read out loud here using standard online tools.
How to Make a Complaint
If you are receiving direct support from MediaCity Psychology, please try to talk your concerns over with your psychologist if you can.
Any formal complaints should be made in the first instance to the Director. This can be in person by appointment, by telephone, or in writing by email or letter. Please contact:
Dr Hannah Wilson
Director – MediaCity Psychology
Tel: 07495 099176
Email: mediacitypsychology@gmail.com
If you have any difficulty making a complaint in person or in writing, please let us know and we will try to help you.
Complaints can be accepted up to three years from the time of the problem arising. If the complaint refers to specific client work, the maximum is three years from the date the client ended direct therapeutic work with MediaCity Psychology. However, it is much easier to sort out difficulties if the complaint is brought to our attention as quickly as possible.
Any complaints received will be taken seriously, and any data will be treated in accordance with the Data Protection Act 1998. We will respond to any complaints as quickly as possible. Any complaints received will be acknowledged within 48 hours. We aim to follow up with an initial response within five working days, and to resolve things within 20 days.
Social Media
In order for complaints to be resolved as quickly and fairly as possible, MediaCity Psychology requests that complainants do not discuss complaints publicly via social media such as Facebook, Instagram and Twitter. Complaints will be dealt with confidentially for those involved and we expect complainants to observe confidentiality as well.
Clients are requested not to contact staff members via social media or any place outside of MediaCity Psychology.
Complaints to HCPC
The HCPC [Health and Care Professions Council] is a professional body for practitioner psychologists.
We would prefer if you would speak to us first about any concerns, but you can at any time submit a complaint to the HCPC under their Complaints Procedure, including if we have not resolved a complaint or concern to your satisfaction. This is available at https://www.hcpc-uk.org/concerns/raising-concerns/ and just requires the name of the psychologist you are raising concerns about.