ABR Therapy (Scotland) Ltd

Complaints Policy & Procedure

Issued: May 2014

Next Reviewed: May 2018 

Nest Review: May 2022

1. Introduction

1.1 ABR Therapy (Scotland) Ltd encourages comments, suggestions and complaints about the service provided to children and/or their parents/guardian/carers. We want to provide the best possible service and regard every complaint as an opportunity to look at what we do and make improvements.

1.2 This complaints policy has been drawn up to help us deal with complaints fairly and honestly. We will explain how you can complain and provide support if you need it. This can also be by someone like an advocate from an independent organisation. We will get back to you within 3 working days to let you know how we propose to handle your complaint and will keep details of your complaint confidentially for the required length of time.

1.3 All ABR Therapy (Scotland) Ltd staff and our sub-contractors will be trained to understand the benefits of the complaints procedure, how to support service users to complain, and how to help them feel comfortable about complaining if they need to.

1.4 For the purposes of this policy a complaint is defined as: an expression of dissatisfaction, however made, about the standard or quality of service, action or lack of action by ABR Therapy (Scotland Ltd), its staff or sub-contractors which has affected an individual or group of individuals in receipt of our service.

2. Principles

2.1 When responding to a complaint we will adhere to the following principles:

a) Those who complain will be given a clear response to their complaint within   clearly defined timescales and in a sensitive and sympathetic manner.

b) We will use evaluation of complaints to improve the service. 

c) Complaints will be well managed, objectively considered and the process aimed at resolving problems as soon as possible in a manner which respects confidentiality and privacy.

d) An independent advocate who is not employed by or otherwise connected with ABR Therapy (Scotland) Ltd can be suggested to support a child or their family/ carer with a complaint. In the interests of fairness, service users would be advised to select their own advocate, or approach organisations that provide such services.

e) The complainant will not be discriminated against for making a complaint.

3. Scope

3.1 This policy and procedure relates to all servicesprovided by ABR Therapy (Scotland) Ltd and our sub-contractors.

Complaints can be made by any of the following:

* The patient.

* A parent, guardian or carer.

* A person in receipt of ABR training services through ABR Therapy (Scotland) Ltd.

* An individual or organisation with a legitimate interest or concern regarding ABR Therapy (Scotland) Ltd, its staff or sub-contractors.

3.2 Any complaint or allegation which indicates possible or actual abuse of a child will be dealt with via ABR Therapy (Scotland) Ltd's Child Protection Policy and where appropriate Disciplinary Procedures.

4. Complaints Procedure

4.1 The complainant is entitled to make their complaint verbally, electroniclly or in writing. there is no requirement to complete a specific form, however, for the avoidance of doubt, and as English is not the first language of many of our staff, you should include the words "I wish to complain ..." in any verbal, electronic or written communication. In doing so you will automatically invoke our complaints procedure.

4.2 All complaints will be recorded in a central complaints log with their outcomes and be monitored by the Director on a monthly basis. Information on the complaint will be kept in a separate recording folder.

4.3 The procedure encompasses the following possibilities:

Informal Complaint (verbal)

This may be used to advise a member of ABR Therapy (Scotland) Ltd staff or our sub-contractor’s manager of a particular problem during one of our Assessment and Training Sessions allowing them to resolve the matter whilst you are still present. Should the manager be unable to resolve this during the time you are at our Assessment and Training Session he / she will inform you of this and automatically refer the complaint to the Director of ABR Therapy (Scotland) Ltd. Should you be unhappy with the response, non-response or are not be present at such an Assessment and Training Session, you are advised to invoke the formal complaints procedure below.

Formal Complaint (electronic or written)

This involves the Director of ABR Scotland Ltd who is ultimately responsible for the service. The Director will acknowledge the complaint within 5 working days of receipt and respond to the complainant in writing, again within 20 working days, to advise of the outcome. This stage provides an opportunity for the Director to review action taken to date and the decision reached. It also provides an opportunity for first time complaints of a serious nature, or any complaint made specifically about a manager or other supervisory person, to be heard at a Directorate level.

5. Extending Response Timescales

5.1 Complaints of a more complex nature may take longer than the specified time limits to investigate. If this is the case, the complainant will be informed by the appropriate manager, or the Director of ABR Therapy (Scotland) Ltd of the reason(s) why the timescales cannot be met and when they can expect to receive a full response.

6. Informing Relevant People

6.1 ABR Therapy (Scotland Ltd) will advise the child/parent/guardian/carer and any relevant statutory agency whenever a child makes a complaint about our service and the outcome of that complaint in line with the above timescales.

6.2 In most instances it will be necessary for a child’s parent/guardian/carer or other person appointed by the child to accompany them during the investigation of their complaint.

7. Conclusion

Dealing positively with complaints, and encouraging appropriate complaints to be properly dealt with, will not only improve the service we provide in ABR Therapy (Scotland) Ltd, it will provide the added reassurance to children and their families that their needs are being properly addressed.

Complaints made electronically should be mailed to the following:


Complaints in writing should be made to:

Mr Bruce McFee


ABR Therapy (Scotland) Ltd
36 Troubridge Avenue
PA10 2AU

A copy of this policy will be made available to any patient / parent / guardian / carer on request without charge. This policy will also be publicly available online at www.abrscotland.com in a section of the main menu called "Policies".