If you are dissatisfied with our service
We want to know if you or your family are dissatisfied with any aspect of our service. Our aims when receiving a complaint are to:
- Look very carefully into the complaint.
- Explain what we have found out and, if appropriate, to apologise for any shortcomings.
- Learn from the complaint and take action to improve our service.
If you wish to make a complaint
You can do this verbally or in writing to the Founder and Chief Executive of Adventure Therapy.
Once we receive a complaint, we will acknowledge this with you in writing within two working days and will make sure you are informed about the complaint process.
Our Founder and Chief Executive will look carefully into the details of the complaint and will undertake a full investigation.
Following the investigation, our Founder and Chief Executive will respond to you in writing within twenty days of receiving your complaint. If for any reason the investigation into the complaint takes longer than twenty days, our Founder and Chief Executive will write to you and explain why this is and will give you an update on the progress of the investigation. In these circumstances a full written response will be sent to you within five days of the investigation being completed.
We hope that you will be satisfied with the investigation into your complaint and the response, but if you do not feel we have responded adequately then you may ask for a review of the complaint by the Trustees of Adventure Therapy.
To contact our Trustees, please write to: Mr. Geoff Hills, (Chair of Trustees), Adventure Therapy, 5 Seaview Estate, Ilfracombe, Devon EX34 9PP.