Policies
Complaints
If something about my work does not sit right, I would rather you told me. This page is about how to do that.
A working draft — not legal advice
This is a working draft for me to review. It is not legal advice. Safeguarding, insurance and data protection should be checked by a qualified person before I rely on this with the people I support.
How to raise a concern
If something I have done, or not done, does not sit right, please tell me. You can email contact@mentalmatriarch.org, use the contact page, or however we usually get in touch once we are working together.
You do not need a special form of words. A short note of what happened, and what you would like to happen next, is enough. I will take it seriously.
An honest limit
What I offer is peer support, not therapy. I am not registered or accredited with a professional body, and there is no therapy ombudsman or statutory complaints service that covers this work. Concerns come to me first.
That does not mean a concern does not matter. It means I need to hear it and try to put things right, rather than pointing you at a regulator I do not have.
If your concern is about how I have handled your information, you also have the right to complain to the UK’s Information Commissioner’s Office at ico.org.uk (opens in a new tab). That is the same as on the privacy page. I would rather you told me first so I can put it right, but that is entirely your choice.
What I will do
When a concern reaches me, I need to:
- Read it carefully, without rushing you
- Let you know I have it
- Look at what happened, and say plainly what I can and cannot change
- Say sorry where I have got something wrong
A second person, later
Still being decided
I may later name a supervisor, or another person you can contact if you would rather not come to me first. I have not named anyone yet, because I have not asked someone to take that role.