COMPLAINTS PROCEDURE 

 

The CPMA seeks to ensure that it deals with complaints in an ethical and respectful manner.

 

Stage 1

 

In the event of a person believing they have a legitimate complaint against a member of the CPMA, they should in the first instance raise this with the practitioner concerned as part of an informal complaints procedure.  The person making the complaint should identify the issues about which they are dissatisfied and the outcome they are seeking and should communicate this in writing, via email or letter to the member and the CPMA. At this stage, the CPMA only provides a support system for the practitioner and makes explicit that support.

 

The informal complaint should be acknowledged within 10 working days by the practitioner, and a full response should be provided within a calendar month. The practitioner will provide a copy of the response to the CPMA for their records in their support role.

 

If the complaint cannot be resolved at this stage, the following will apply.

 

Stage 2

 

1. The complaint should be put in writing to the CPMA. At this early stage in consideration of a mediation process, an Independent Person (IP) will be identified and appraised of the details of the complaint. The IP will acknowledge the complaint in one calendar month.


2. The written complaint should detail the grounds for the complaint and why any action taken at the informal level is inadequate.


3. The form of resolution or redress sought should be clearly indicated, acknowledging mediation as the first part of the process.


4. The I.P will work to investigate the complaint and will take full advantage of supervision for areas of clarification.


5. The practitioner will be asked to answer the complaint in writing within 10 working days.  If it is regarding procedures or policies, these will be sent to the I.P for consideration.


6. The complainant may be asked to attend a meeting to clarify the issues.


7. The findings will be summarised and conveyed in writing to both parties within 28 days.

 

8. All parties concerned will be invited within 90 days to a mediation process to seek a formal resolution. This is a therapeutic process in an informal setting to ensure all parties are able to access every cognitive, emotional, and psychological process available to them at any other time where no stress is involved.

 

9. Each party may attend with a supporting person, whose role is purely a supporting presence. The supporting person does not take an active part in the mediation process.

 

10. If the mediation process is unsuccessful, the CPMA will provide all parties with an objective and unbiased report and transcript of the mediation session.

 

11. Within 90 days each party will seek clinical or counselling supervision specifically to explore their experiences.

 

Stage 3

 

12. Within 28 days of the expiry of that 90 day period, all parties will be asked to return for one further mediation session, and in that session, the CPMA will review the outcomes of those supervision sessions, and explore the thoughts and feelings of both parties concerned. The wishes of both parties will be sought.

 

13. Within 1 calendar month, the CPMA will submit to all parties their final report and recommendations.

 

14. This complaints procedure is not a representation of criminal or civil Law and does not profess to be anything other than a fair and expeditious process intended to meet the needs of the practitioner and the person making the complaint.

 

15. The CPMA reserves the right to clarify a fitness to make a complaint and engage in the investigative procedures so that all parties are safeguarded and the integrity of the process maintained.

 

16. A positive and successful outcome for all concerned is the main priority with opportunities for professional and personal self-development for either or both parties concerned in the complaints process.

 

17. The complaints procedure is therapeutic in nature and will be carried out with the CPMA Ethical Framework for Best Practice as a foundation stone for the duration of the procedure.

 

18. A member may withdraw their membership during any stage of the complaints procedure and no inferences will be drawn. The person making the complaint may also withdraw their complaint at any stage with no inferences being drawn. The person making the complaint may continue to seek a therapeutic resolution with recommendations made for an agreeable outcome that does not impact their future and is reasonable in its intention.

 

19. The CPMA seeks respectfully to preserve the dignity of all parties, the integrity of the profession, and the efficacy of the complaints procedure.

 

20. Feedback for improving the complaints procedure is welcomed and encouraged.

 

May 2018.