Complaints procedure 

Music Therapy Works aims to offer the highest quality service and to treat all clients, customers, parents/guardians, partners, professionals and other stakeholders fairly at all times. We annually request feedback from all clients and partners on what we do well and how we can improve. All comments, complaints, compliments and feedback are reviewed to ensure that the service continues to be the best it can be. We appreciate that, despite best endeavours, things can sometimes wrong and we always want to know if there’s any aspect of our service that isn’t working well. We take complaints seriously. We endeavour always to address complaints in a professional and timely manner and to ensure that relevant action is taken.

In the first instance:

1. Please speak to your Music Therapist if possible. They will try to resolve the issue straight away if they can.
2. Or if you prefer, please phone Doug Bott, Chief Executive on 01905 972567, to discuss the issue.

If we are not able to resolve the issue to your satisfaction through dialogue, please send your complaint in writing to Doug Bott, Chief Executive:

• Email: chiefexecutive@musictherapyworks.co.uk
• Postal address: Music Therapy Works, 105 High Street, Worcester, WR1 2HW

If possible, please include the following details:

• your name, address and contact information 
• the nature of the complaint 
• all parties involved
• time and place the issue occurred 
• what outcomes/resolution you would ideally like to see
• If you have previously reported the complaint and if any action was taken

The Chief Executive will endeavour to respond to written complaints in as short a timeframe as possible from the date of receipt. We will acknowledge any written complaint within a maximum of 5 working days and respond to any written complaint within a maximum of 20 working days. In identifying the best outcomes possible for your complaint we will endeavour to understand and agree your preferred outcomes; our method of investigation and the best way to contact you with our response. 

Please let us know your complaint as soon as possible. We may still investigate where a complaint relates to a situation that is more than 12 months old, but it may prove more challenging to investigate outside of this timescale. 

We will use your personal data to enable us to record, understand and respond to your complaint. Information received will be treated in confidence in line with our Data Protection Policy, shared only with staff essential to the investigation and held on records separate to routine Music Therapy attendance or clinical records.

1. If you are not happy with the response to your complaint from the Chief Executive, please contact the Chair of Trustees who will endeavour to further address the complaint: trustees@musictherapyworks.co.uk
   
2. If you are not happy with the responses to your complaint from both the Chief Executive and the Chair of Trustees, please follow this advice from the UK government.