Any complaint, whether it concerns an administrative matter or therapy, should initially if at all possible be taken up informally with the member of staff concerned.
If discussion with the person concerned is not feasible or does not resolve the matter, the complainant should contact the Director with details of their complaint either in writing, by telephone or in person by appointment. Contact details are as follows:
Julia Britton, Director
12 Middle Lane
Telephone: 0208 348 5947
The Director will investigate any complaint received and respond to the complainant in writing within 14 days. A copy will be sent to the person(s) complained against and the Chair of Trustees. If it is not possible to investigate and respond to a complaint within this time frame the Director will write to the complainant within 14 days to explain why and copy the letter to the Chair of Trustees. A full response copied to the person(s) complained against and the Chair of Trustees will then be sent to the complainant as soon as is reasonably practicable.
If the complainant remains unsatisfied, s/he may request his/her complaint to be referred to a previously uninvolved member of the Governing body who will review the complaint and its handling.
Click here for Open Door’s full complaints policy.
If you wish to make a complaint about Open Door or are dissatisfied with the way Open Door has dealt with a complaint, you have the right to take the complaint to the Health Service Ombudsman, which is a free and confidential service. There are time limits for taking a complaint to the Ombudsman. Further information is available at www.ombudsman.org.uk.
The Health Ombudsman can be contacted at:
The Parliamentary and Health Service Ombudsman
Millbank Tower Millbank
London SW1P 4QP
Telephone: 0345 015 4033
Fax: 0300 051 4000