Music Therapy Works’ Complaints, Comments and Compliments Procedure
Music Therapy Works works hard to offer the highest quality of service and treats all clients, parents/carers, beneficiaries, supporters, stakeholders and the general public fairly at all times.
We regularly request feedback from our purchasers, organisations and individuals who access our services on what we do well and how we can improve. All comments, complaints, feedback and compliments are reviewed to ensure that the service continues to work and develop in the best ways possible.
We acknowledge that sometimes things can wrong and want to know if there’s any aspect of the service that isn’t working well. We take complaints seriously, endeavour to sort out issues in a professional manner straight away and ensure that action is taken where appropriate
How do I make a complaint?
In the first instance, please speak to your music therapist wherever possible and they will sort the issue out straight away if they can.
If you prefer, you can contact chiefexecutive@musictherapyworks.co.uk if you wish to make an expression of dissatisfaction with the standard of MTW’s services, employees, actions or policy. Wherever possible please include the following details:
- your name, address and contact information
- what went wrong
- all parties involved
- time and place it occurred
- what outcomes/resolution you would like from your complaint
If you have already reported the complaint and if any action was taken.
Do complaints have a time limit?
Please let us know your complaint as soon as possible. We may still investigate where a complaint is not within 12 months of the event or 12 months from discovering the cause for complaint but it may prove more challenging to investigate outside of these timescales.
Will complaints affect normal services?
Where a complaint is made, then this will not affect MTW’s service to its client(s), service user(s) or purchaser. Information received will be treated in confidence within our Data Protection Policy, shared with necessary staff to the investigation only and held on records separate to normal music therapy attendance or clinical note records.
MTW’s CEO will endeavour to respond to your complaint in as short a timeframe as possible from the date of receipt. In identifying the best outcomes possible for your complaint, we will discuss a timeframe for investigating the complaint; preferred outcomes; our method of investigation and the best way to contact you with our response.
How will we use your personal data?
- We will use your personal data to allow us to respond to any questions that you have about Music Therapy and Music Therapy Works.
- All your personal data will be processed by staff within our organisation.
- We have a data protection policy in place to ensure the effective and secure processing of your personal data.
You can expect an acknowledgement of an email complaint within 5 days and a response within 20 working days from receiving a written complaint. You can expect that your complaint will be handled fairly, transparently, respectfully and efficiently.
What happens if I’m not satisfied with the response?
In the rare instance where you are not happy with MTW’s response, please contact us and we will endeavour to further resolve any outstanding issues. In addition, if you wish to contact our Chair of Trustees, he will endeavour to address the complaint further.
You can also make your complaint in writing by sending it to:
Chief Executive
Music Therapy Works
5 Deansway
Worcester
WR1 2JG
What happens if I am still not satisfied?
Compliments, comments and feedback
If you would like to offer positive experiences or feedback on MTW’s services, we would be delighted to hear from you. Please email: chiefexecutive@musictherapyworks.co.uk
We welcome any questions, comments or requests regarding our complaints procedure. We can be contacted at chiefexecutive@musictherapyworks.co.uk
