COMPLAINTS PROCEDURE FOR CLIENTS.
My Time to Heal is an independent and privately owned mental health and wellbeing practice, managed by Mrs Anna-Maria DiLieto.
The following notes are provided for your guidance in the event that you wish to make a complaint against Anna-Maria DiLieto, Psychotherapist, Counsellor and Relationship & Couples Therapist.
PLEASE ENSURE THAT ALL CORRESPONDENCE WITH ALL PARTIES IS CLEARLY RECORDED IN WRITING.
Notes for the guidance of Complainants.
Anna-Maria DiLieto [MBACP, MNCPS] is an Accredited Member of the British Association for Counselling and Psychotherapy, and the National Counselling and Psychotherapy Society, and aims to provide the highest standards of service to all her clients. It is a condition of the memberships she subscribes to, that all complaints in the first instance are dealt directly with therapist, in this case Anna-Maria DiLieto, and to try and resolve the issue directly with her. This provides the opportunity for the complaint to be resolved before considering taking further action via the professional bodies.
If you feel you can’t speak to Anna-Maria DiLieto directly, you can talk to either the BACP’s Counselling Concerns Service or the NCPS’s Concerns & Complaints about an Organisational Member. They can answer any questions you may have and offer guidance on what to do next. If you decide to proceed in making a formal complaint, you’ll need to evidence to the professional body how you have tried to resolve the issue directly with her, or explain why this has not been possible.
If your direct complaint to Anna-Maria DiLieto is not resolved within twelve weeks to a mutual and reasonable satisfaction, you are then within your rights to escalate your concerns with the aforementioned professional bodies, who will then provide you with advice about the options and courses of action available to you.
My Time to Heal Ltd’s Complaints Procedure.
Stage 1. If you have a complaint to make against Anna-Maria DiLieto, please kindly do so in writing by providing a detailed summary of the nature of the complaint, and include any dates, times, clear evidence or other information you feel is relevant. Your complaint should be addressed to:
c/o Mrs Anna-Maria DiLieto
My Time to Heal Ltd
28 Pasture Road
Wembley
HA0 3JL
Email: amdilieto@mytimetoheal.co.uk
Your complaint will be acknowledged within 3 working days and will include a written reply with an appropriate response relative to the nature of the complaint.
Stage 2. If you are not satisfied with the outcome of the proposed resolution, you will be provided with the opportunity to escalate your complaint to the professional body, providing them with evidence of your initial written complaint, along with the resolution that was offered, any additional relevant communications, and reasons why you feel you are not happy to accept the said resolution, along with full justification aligning your grievances with the professional bodies complaint criteria.
Stage 3. Once your complaint is logged with the professional body and they confirm receipt, they will talk you through their process and request further information should they need it. It may take between 12-18 months to complete their procedure. For further details, please visit the BACP Conduct Procedure page or the NCPS Complaints Concerns Procedures
