We will make every effort to make this complaints procedure as accessible as possible by responding to requests for other formats.
If complainants have any difficulty understanding our complaints procedure they can contact Rowan on 01738 562005 or email us through our contact page.
Rowan Consultancy will endeavour to resolve complaints at a local level and complainants are
asked to raise their concerns with the Rowan consultant concerned in the first instance i.e. their
counsellor, coach, trainer, mediator or consultant. The consultant involved will hear the complaint
from the person and seek to resolve it and/or make repair. If this cannot happen at this level the
complainant will be informed about how to make a formal complaint (Stage 2).
If we receive an anonymous complaint we will raise this with the consultant involved to seek understanding and clarification.
If the complainant is not satisfied with the response, he/she can make a formal complaint in writing
to the senior partner, Rachel Weiss, at Rowan Consultancy, 4 Kinnoull Street, Perth PH1 5EN. If the
complainant is not able to make this complaint in writing they can request a meeting to discuss the complaint
with the senior partner or seek support from a local agency such as the Citizenís Advice Bureau.
If the complaint is against the senior partner it will be dealt with by the external
consultant, currently Kay Kennedy, Glasgow Caledonian University.
Complaints will only be dealt with if made within three years of the incident.
If the complainant is not satisfied with the outcome of the internal investigation or we are not able to deal
with the complaint, we will refer them to an independent and impartial investigator, currently Kay Kennedy,
Glasgow Caledonian University who will be appointed to investigate the complaint in a confidential manner.
If at any point during the investigation a conflict of interest arises with any party we will seek to appoint another
impartial, independent investigator.
The investigator can halt the complaint at any stage should it emerge that legal action is underway, pending or intended,
until any legal process is completed.
This independent investigation will be completed within six months. The investigator will meet with the complainant,
who may be accompanied by a supportive person of their choice to explain the outcome of the investigation.
If the complainant is not satisfied with the outcome from the independent investigator then she will
refer them to the relevant professional body as follows:
If the complaint relates to an ILM course and the learner remains unsatisfied after exhausting the ILM complaints
procedure, they can complain directly to Ofqual or to the
Scottish Qualifications Authority(SQA).
Rowan Consultancy is acutely aware of the need for confidentiality and will not accept a complaint
on behalf of a third party without prior written consent from the person involved.
Records will be kept detailing the nature of the complaint raised, Rowan's response, any action taken and the reasons for it.
These records will be kept confidential and retained in accordance with the Data Protection Act 1998, which requires the release of certain
data to individuals on their request. Copies of any meeting records will be given to the individual concerned, on request, although in certain
circumstances some information may be withheld, for example to protect a witness.
Rowan is required to submit to COSCA immediate reports at the conclusion of our complaints proceedings
related to counselling and psychotherapy, and notify COSCA of any sanctions applied to individual members of
COSCA working for us. COSCA will consider taking appropriate action on receipt of notifications about sanctions.
COSCA will conduct audits and/or other measures as necessary to assure that Rowan's complaints procedures and handling
of complaints meet COSCA standards/requirements.
A copy of COSCA's Complaints Procedure can be seen on COSCA's website under Complaints:www.cosca.org.uk
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