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Complaints Policy

The purpose of this policy is to ensure that Complaints are properly recorded, acknowledged and, where necessary investigated promptly. 


A complaint is an expression of dissatisfaction about the standard of service received by a client or clients from any member of The Listening Ear team, including counsellors, office staff, volunteers, and Trustees. 


Complaints can be received in the following ways: 

In the first instance, the complaint should be dealt with between the client (or adult representing the client) and the staff member the complaint is being made against. If the complaint cannot be resolved, it will be referred to the Counselling Service Manager who will investigate the complaint and respond within 7 working days. 


If the complainant is satisfied with the outcome, not further action will be taken. If the complainant is still not satisfied or the complaint is being made against the manager, the complaint will be passed the Trustees for further investigation. The trustees will respond within 2 weeks. 


When recording a complaint the following information is required:

  • Name, address and telephone number (unless anonymity is requested)

  • Date of complaint

  • Details of complaint.




The Listening Ear
Registered Charity Number 109596


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