Our approach
Pathfinder Therapy CIC takes complaints and concerns seriously. We aim to handle complaints in a way that is accessible, fair, timely and proportionate.
Step 1: Raise the concern
If you feel able to do so, raise the concern directly with the person involved or contact Pathfinder using the details on this page. You can ask for the matter to be treated as a formal complaint.
Step 2: Acknowledgement
We will acknowledge receipt of a complaint as soon as practicable and explain the next steps. If we need further information to understand the complaint, we will ask for it.
Step 3: Review
We will review the complaint, speak with relevant people where appropriate, consider records and determine what response or action is required.
Step 4: Outcome
We will provide an outcome where appropriate, including any learning, remedy, escalation route or reason why Pathfinder cannot consider the matter further.
Independent review
Pathfinder is developing arrangements for independent or external review of complaints where appropriate. This page will be updated as the service governance develops.
Professional bodies
If a complaint relates to an individual therapist, you may also have the right to raise a concern with that therapist’s professional membership body or register.
Safeguarding or urgent risk
If the issue involves immediate danger, safeguarding or risk of serious harm, do not wait for a complaints process. Call 999, contact emergency services or use appropriate safeguarding routes.