Institute of Family Therapy  

Complaints Policy and Procedure  

1. Complaints Policy  

1.1 It is IFT’s policy to:  

 safeguard clients who use the services of IFT or of IFT members   protect IFT staff and the reputation of the organisation  

 provide a balanced and objective response in the event of a complaint  against an IFT member, employee or person contracted to delver services for  IFT  

1.2 In order to fulfil this policy, IFT will establish a Complaints Procedure which,  according to the nature of the complaint and as set out in this document, will  provide:  

 a fair, thorough and transparent process for handing complaints  

 a process for people to appeal against any decision or action taken by IFT as  a result of a complaint made against them  

1.3 A ‘complaint’ may take the form of:  

– either a formal complaint lodged by one of the categories of people in 1.4  below  

– or a situation where it has become evident to the Trustees or Director of IFT  that something has occurred which is contrary to the Code of Ethics, Code of  Practice, an IFT policy or appropriate professional practice  

1.4 A formal complaint may be made by IFT, an IFT client, an IFT employee, a  clinical associate or a person directly involved in the matter to which the  complaint refers.  

Complaints made by third parties will not be heard.  

2. Complaints Procedure  

2.1 Scope of the Complaints Procedure  

2.1.1 This Procedure is relevant in the event of a complaint made against one of  the following and indicates how a complaint should be processed in each  case:  

 Members of IFT  

 IFT tutors  

 IFT supervisors  

 IFT employees 

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 IFT clinical associates  

 Trustees of IFT  

and  

 IFT as an organisation  

Notes: 1. It is possible for people to fall into more than one of the above  categories, so the application of the Complaints Procedure may  

vary according to the detailed circumstances of the complaint.  

2. Employment by another organisation or membership of another  

organisation may also be relevant to how and where a complaint is  

heard.  

3. Further details of the application of procedures can be found in the  relevant Appendix, as listed in Appendix 1.  

2.1.2 Complaints can be heard against any of the above in respect of:  

 the delivery of training, clinical or administrative services and/or  

 where the alleged conduct is in breach of the Code of Ethics, the  Code of Practice or an IFT policy.  

2.1.3 With any supervisors, tutors or other therapists who are also employees of  IFT, 2.1.2 can apply in respect of:  

 their work as employees of IFT or  

 work which is done by them independently of IFT in their capacity as  as IFT or UKCP members – subject to the requirements of 2.1.4 and  

2.1.5, below.  

2.1.4 A complaint made against an employee will normally be heard under IFT’s  Conduct and Capability Procedure  

2.1.5 If an IFT member is employed as a therapist by another organisation, such   as the NHS, then the complainant will be expected:    

 to have made a complaint to the member’s employer first if the service  which they are complaining about was provided by that organisation,  

and 

 to have exhausted the relevant complaints procedure of that  organisation  

A copy of the written outcome of that investigation will be required by IFT  to determine whether IFT will progress the complaint within IFT.  

However, IFT will not normally hear a complaint that has, in its opinion,  already been appropriately heard under a procedure in another  organisation, unless the matter relates directly to the person’s fitness to  be employed by or work for IFT, or remain a member of IFT. The decision  to take action, or not to take action, will be taken by the Director of IFT. 

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2.1.6 Any complaint received by IFT against an IFT member who is also a   member of UKCP, but is not an employee of IFT, will be referred directly   to UKCP, who will have first responsibility for hearing the complaint.  

In respect of an IFT member against whom action has been taken by  UKCP in accordance with its procedures, a copy of the written outcome of  that investigation will be required by IFT to determine whether IFT will  progress the complaint within IFT. The decision to take action, or not to  take action, will be taken by the Director of IFT.  

2.2 Notification of complaints to IFT  

2.2.1 IFT members, IFT employees or therapists working for or on behalf of  IFT, must inform IFT at the earliest opportunity about any complaint lodged  against them.  

This is irrespective of whether the person is also a member of another  professional membership organisation or employed by another organisation.  

2.3 Application of the Complaints Procedure  

2.3.1 The detailed process to be followed in processing a complaint will vary  according to the nature of the role of the person against whom the complaint  is being made – see 2.1.1, above – and their relationship with IFT, as listed in  Appendix 1 and as described below:  

 for IFT tutors, supervisors and other therapists when working in their  capacity as employees of IFT, IFT’s Conduct and Capability  Procedure will be followed – see Appendix 2  

 for IFT tutors, supervisors and other therapists when not working as  employees of IFT but as therapists independently of IFT, the  complaints process to be followed will be as set out in Appendix 3  

If the person is a UKCP member, the complaint will be heard first by  UKCP. This applies equally to UKCP members who are also  members of IFT  

 For IFT employees not covered above, IFT’s Conduct and Capability  Procedure will apply  

 If an IFT employee is working as a therapist independently of IFT but  is not an IFT member, IFT will not be in a position to hear a complaint  

 For IFT tutors and supervisors who are not employees of IFT, the  complaints process to be followed will be as set out in Appendix 3  

 For IFT members who are not also UKCP members and who are  engaged in working for IFT, the complaints process to be followed will  be as set out in Appendix 5  

 For IFT as an organisation the complaints process to be followed will  be as in Appendix 7 

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 For Trustees, the complaints process to be followed will be as in  Appendix 8  

2.3.2 In all cases where a complaint is heard by IFT, it is expected that:  

 an initial process of investigation will take place to determine the facts  and 

 unless circumstances render it impractical, the final decision on any  action taken in respect of the person against whom the complaint has  been made will be not be taken by the investigating body, which will  normally be the Complaints Panel  

For IFT members, tutors, supervisors and clinical associates – and where  the complaint is not covered by the Conduct and Capability Procedure –  any decision will normally be taken by the Complaints Committee, which  will consist of two members of IFT Council appointed to the role by the  Chair of Council.  

2.3.3 The Conduct and Capability Procedure is not a contractual term for IFT  employees.  

For IFT members, tutors, supervisors and clinical associates, the  Procedures shown in Appendices 1 and 2 do not create a contractual  obligation between IFT and the person in question.  

IFT reserves the right to apply the Procedures in a way it feels is  appropriate, in accordance with requirements of the Complaints Policy,  above.  

3. Appeals  

3.1 People who have been the subject of a complaint which has been heard by IFT  and have had a decision taken against them will have the right to appeal in  accordance with the relevant Procedure.  

3.2 The decision will be implemented once it has been communicated to the  respondent and will apply in parallel with the appeals process, but may  subsequently be amended in the light of any appeal decision.  

3.3 Appeals under the Complaints Policy and Procedure will be made to the Chair of  Council, who will hear the appeal in person or designate another Trustee to carry  out this role.  

3.4 Appeals under the Conduct and Capability Procedure will be made to the  Director of IFT and normally be heard by a designated senior manager.  

3.5 In the event of an appeal being lodged and heard under the Complaints Policy  and Procedure, the decision of the Chair or the delegated Trustee will be final. 

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Appendix 1  

Identification of the appropriate procedure for hearing complaints  Category Prime Procedure Appendix Page  

IFT tutors, supervisors and other therapists when  working as employees of IFT – see Notes 1, 2 and 3  

IFT Conduct &Capability  Procedure  

2 6  

IFT tutors and supervisors, and other therapists with IFT  employment contracts, when not working as employees  of IFT – see Notes 1, 2 and 3  

UKCP 3 8  

IFT employees not covered in Appendix 2 or 3 IFT Conduct & Capability  

N/A  

Procedure  

IFT members who are also members of UKCP UKCP 4 9  

IFT members who are not members of UKCP IFT Complaints Policy &  Procedure  

IFT Clinical associates (students) – see Note 4 IFT Complaints Policy &  Procedure  

IFT as an organisation IFT Complaints Policy &  Procedure  

5 10  6 17  7 18  

Notes: 1. IFT tutors:  

– are all UKCP members  

– may also be IFT members  

– have no client contact in their role as IFT tutors  

– are employees of IFT when working under sessional contracts of employment  

– will, additionally, work as therapists independently of IFT, either during the period of  their sessional contract or outside this period  

2. IFT supervisors:  

– are all UKCP members  

– may also be IFT members  

– have regular client contact on behalf of IFT, but only in their role as supervisors of  clinical associates  

– are employees of IFT when working under sessional contracts of employment  

– will, additionally, work as therapists independently of IFT, either during the period of  their sessional contract or outside this period  

3. Therapists with IFT contracts of employment:  

– will not be full-time IFT employees  

– will be UKCP members  

– may also be IFT members  

– may work as therapists independently of IFT  

4. IFT clinical associates:  

– are not employees of IFT  

– are not UKCP members  

– are not IFT members  

– have client contact only in the presence of an IFT supervisor

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Appendix 2  

Complaints procedure for complaints made against tutors, supervisors and  other therapists when working as employees of IFT  

Notes: 1. All tutors and supervisors will be employees of IFT when working for IFT  on sessional contracts of employment.  

Other therapists may also be employees of IFT.  

They will all be members of UKCP and may also be members of IFT.  

2. A complaint made against a person covered by this Appendix that applies  to their work as an employee of IFT will be heard under IFT’s Conduct  

and Capability Procedure. This is irrespective of their membership, or  

otherwise, of IFT and UKCP.  

Dependant on the circumstances, IFT may also refer the matter to UKCP.  

3. In the situation in Note 2, above, it will be for UKCP to decide whether to  hear a case in addition to its being heard under IFT’s Conduct and  Capability Procedure.  
4. If the complaint against the person applies to work that is done  

independently of IFT, whether or not this is during a period when the  person is employed by IFT under a sessional contract, the case will be  heard first in accordance with UKCP’s procedures. This applies equally  to those who are IFT members and those who are not. See Appendix 3.  

5. All complaints made against other IFT employees will be heard under   IFT’s Conduct and Capability Procedure.  
6. Scope of complaints  

Complaints may be made in accordance with Section 1.3 of the Complaints  Policy and 2.1.2 of the Complaints Procedure.  

2. Timescale  

1.1 A complaint made in respect of work as an employee of IFT must be lodged as  soon as possible. The maximum time-limit for lodging a complaint will normally  be one month from the alleged offence, unless circumstances indicate that this  was not realistically practical. It will be for the Director of IFT, or the Chair of  Council, as appropriate, to decide whether the complaint should still be heard if it  is lodged more than one month after the alleged offence.  

1.2 All records, except for the details of the formal complaint, the formal response,  the decision made by any panel, any appeal process and the record of the  sanction imposed, will be kept for 2 years. The formal records will be kept for 5  years. 

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1.3 A complaint received in respect of work as a therapist carried out independently  of IFT must be referred as soon as practically possible to UKCP. The maximum  time-limit for lodging a complaint will be as laid down in UKCP’s procedures.  

If the complaint is lodged directly with UKCP, the person against whom the  complaint has been made must notify IFT as soon as practically possible.  

3. Administration of the Procedure  

As soon as IFT is aware that a complaint has been made, the Director of IFT or  the Chair of Council, as appropriate, will ensure that action is initiated in  accordance with the correct procedure, as detailed in Notes 1 to 7, above.

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Appendix 3  

Complaints procedure for complaints made against IFT tutors and  supervisors when working as therapists independently of IFT. (This  Appendix applies also to other therapists who are employed by IFT when  working as therapists independently of IFT)  

Notes: 1. All tutors and supervisors will be employees of IFT when working  for IFT on sessional contracts of employment. They will be  

members of UKCP and may also be members of IFT.  

This Appendix applies to tutors and supervisors, and other  

therapists who have an employment contract with IFT, at times  

when:  

 they are not employed by IFT at the time of the complaint or  

 they have a sessional or other contract of employment with  

IFT at the time of the complaint but the work to which the  

complaint refers is not covered by that contract and is being  

done independently of IFT  

2. In the situation in Note 1, above, it will be for UKCP to decide  whether to hear a case.  
3. Where action has been taken by UKCP in accordance with its  procedures in a situation covered by Note 1, above, IFT reserves  

the right to implement action under IFT’s Conduct and Capability  

Procedure independently of any action taken by UKCP if, at the  

time of the event in question, the person was an employee of IFT.  

The decision to invoke IFT’s Procedure, or not to, will be taken by  

the Director of IFT or, if the matter involves the Director  

personally, by the Chair of Council.  

4. In implementing any action in accordance with Note 3, above, IFT  may rely on the findings or report produced by UKCP. A copy of  

the written outcome of that investigation will be required by IFT to  

determine whether IFT will progress the complaint within IFT.

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Appendix 4  

Complaints procedure against IFT members who are also members of  UKCP  

Notes: 1. The IFT Complaints Policy and Procedure is referred to in Section 7 of   the IFT Membership Regulations  

2. All complaints against IFT members who are also members of UKCP will  be heard first in accordance with UKCP procedures.  

However, in the case of IFT members who are also IFT employees and/or  are IFT tutors and supervisors, Appendices 2 and 3 apply.  

3. Where action has been taken by UKCP in accordance with its procedures  in a situation covered by Note 2, above, IFT reserves the right to  implement action in accordance with Appendix 5 of the Complaints Policy  and Procedure independently of any action taken by UKCP. The decision  to invoke IFT’s Procedure, or not, will be taken by the Director of IFT.  
4. In implementing any action in accordance with Note 3, above, IFT may  rely on the findings or report produced by UKCP. A copy of the written  outcome of that investigation will be required by IFT to determine whether  IFT will progress the complaint within IFT.  
5. Timescale  

A complaint in respect of work done by an IFT member who is also a member of  UKCP must be lodged with UKCP, by the complainant, as soon as practically possible.  The maximum time-limit for lodging a complaint will be as laid down in UKCP’s  procedures.  

If the complaint is lodged directly with UKCP, the person against whom the complaint  has been made must notify IFT as soon as practically possible. 

2. Application of the procedure  

The complaints procedure will be applied first by UKCP.  

Once a decision has been made by UKCP, IFT reserves the right to take action under  Appendix 5 of the IFT Complaints Policy and Procedure, dependent on all the  circumstances of the case. 

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Appendix 5  

Complaints Procedure against IFT members who are not members of UKCP  

Notes: 1, This Procedure applies to those IFT members who are not employed by  IFT or contracted to provide services to IFT, and are not members of  

UKCP.  

2. It applies to IFT members’ work as professional systemic therapists.  
3. Complaints against IFT members who are also members of UKCP will be  heard first by UKCP – see Appendix 4. 
4. Timescale  

1.1 A complaint must be lodged as soon as practically possible. The maximum time-   limit for lodging a complaint is two years from the alleged breach.  

1.2 However, IFT reserves the right to deny the complaint if, in the opinion of the  Trustees, the time taken to lodge the complaint has been unacceptably long in all  the circumstances.  

All records, except for the details of the formal complaint, the formal response,  the decision made by any panel, any appeal and record of sanction, will be kept  for 2 years. The formal records will be kept for 5 years.  

2. Stages of the Procedure  

2.1 There is a two-stage procedure: the Informal Stage and the Formal Stage.  The Formal Stage may be followed by an appeal.  

3. Administration of the Procedure  

3.1 As soon as IFT is aware that a complaint has been made, the complainant should  be provided by the IFT Administration Office with a copy of the Complaints Policy  and Procedure and a copy of this Appendix. It will be a requirement of IFT that  any complaint against a member of IFT follows the Complaints Policy and  Procedure.  

A copy of the Code of Ethics and Code of Practice should also be provided to the  complainant, together with any IFT policy relevant to the complaint.  

The respondent should be given copies of the same documents when a  complaint has been made. 

3.2 The Formal Stage of the Procedure – Stage 2 – will be administered by the IFT  Director unless the complaint is in respect of the Director, in which case a person  appointed to the Complaints Panel by the Chair of the Board of Trustees will take  the IFT Director’s position in the Complaints Procedure. 

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4. Stage 1 – Informal stage of the Complaints Procedure  

4.1 The objective of the informal stage is to encourage the amicable and timely  resolution or mediation of complaints without recourse to formal proceedings.  

4.2 Before pursuing a complaint, the complainant will be expected to have received  and read a copy of the Complaints Procedure and other relevant documents, as  identified in 3.1, above.  

The complainant will then be expected to attempt to resolve the issue informally  with the respondent.  

4.1 Where this is not practicable, or the complainant feels unable to approach  that person directly, the complainant should without delay discuss the problem  and its potential resolution with an appropriate ‘responsible person’, following  consultation with the Director of IFT, who will be responsible for allocating the  ‘responsible person’. The ‘responsible person’ will be:  

o the relevant Director, supervisor or person accountable for the work of the  person against whom the complaint is being made – the ‘respondent’ – or  o an independent person appointed by IFT or  

o where the complaint relates to a teaching or course-related problem, the  Course Chair, or the complainant’s personal tutor or supervisor  

 4.4 If it is still not possible to reach an informal resolution, a summary of the  complaint and the attempted solution will be prepared by each of:  

o the complainant and 

o if the matter was referred to a ‘responsible person’, also by that person  

4.5 The complainant, the respondent and, where relevant, the ‘responsible person’,  are advised to make contemporaneous notes of the various stages of their  involvement in the matter, in particular relating to:  

o the date and nature of the incident giving rise to the complaint  

o the date(s) and nature of the steps taken to raise the complaint and seek a  resolution  

o the date(s) and nature of any action taken and responses given  

5. Stage 2 – Formal stage of the Complaints Procedure  

5.1 Objective of the formal stage  

The objective of the formal stage of this Procedure is to help address any  remaining dissatisfaction on the part of the complainant and to help reach a  prompt resolution of the complaint where informal steps have failed. 

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 5.2 Initiating the formal stage  

Complaints can be heard in respect of:  

o the delivery of training, clinical or administrative services and/or  

o where the alleged conduct or behaviour is in breach of the Code of Ethics,  the Code of Practice or an IFT policy.  

The complainant should submit the summary referred to in 4.4 above to the  Director of IFT, explaining clearly which Code and/or Policy was, in the  complainant’s view, breached, or where the delivery of the service, in the opinion  of the complainant, fell below an appropriate standard. This must be done within  14 days of the completion of the informal stage, unless exceptional  circumstances render this impractical.  

The Director will have the right not to continue with proceedings if, in the  Director’s opinion, there has been an inappropriate delay in submitting the formal  complaint or there is inadequate clarity as to the nature and cause of the  complaint.  

The Director of IFT should also obtain a copy of the ‘responsible person’s’  summary.  

 5.3 Acknowledgement  

The Director of IFT will, within 10 working days, acknowledge the receipt of the  complaint in writing and either confirm that it falls within the scope of IFT’s  Complaints Procedure or explain why it does not.  

In the event that Stage 2 of the Complaints Procedure is to be followed, the  Director of IFT will forward a copy of the complaint to:  

o the complainant  

o the respondent  

o the Complaints Panel  

o The ‘responsible person’, where one was involved  

o the Chair of IFT Council  

and explain to all parties the process and timetable to be followed.  

 5.4 Investigation of the formal stage  

All formal complaints will be independently investigated by a Complaints Panel,  normally consisting of two people: the Director of IFT and a senior member of the  Management team.  

When a Stage-2 complaint has been received and accepted by IFT, the  respondent will have 14 days from receipt by them of the complaint to respond in  writing to the Director of IFT.  

The Complaints Panel will conduct such interviews and review such  documentation as it considers necessary to undertake its investigation. 

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The Complaints Panel will be responsible for producing a report for the  Complaints Committee – which will normally be formed of two Trustees  appointed by the Chair of Council – summarising its findings and conclusions.  

 5.5 Investigation interviews  

Interviews will be arranged by the Complaints Panel, as necessary, with the  complainant, the respondent and any other party who, in the opinion of the  Complaints Panel, may have relevant evidence. Documentary evidence may  also be sought and reviewed by the Complaints Panel.  

The objective of the interviews will to establish, in a thorough and dispassionate  matter, the facts of the case. Any conclusions drawn by the Complaints Panel,  following an analysis of the evidence obtained, must be supported by that  evidence.  

 5.6 Evidence  

All evidence submitted by the complainant and the respondent will be available to  the other party involved in the complaint. The Director of IFT will ensure that this  process is followed.  

Evidence may be submitted only in one, or both, of two forms:  

– notes of formal interviews relating to the complaint  

– other written information relating directly to the complaint  

Any decision required as to the acceptability or otherwise of evidence submitted  will be taken by the Complaints Panel.  

 5.7 Notes of investigation interviews  

Notes will be taken of all interviews conducted in relation to the complaint. The  Complaints Panel will have a note-taker, who may be one of the two Panel  members, who will produce a factual record of each interview. The Director of the  IFT will be responsible for submitting these documents to the parties involved.  

 5.8 Representation  

The complainant and respondent may be accompanied by a ‘supporter’ at any  investigatory interview called in relation to the complaint. The supporter may not  speak in support of the complainant/respondent, ask questions of the Complaints  Panel or respond to questions put. They may, however, discuss the case with  the complainant/respondent in any agreed adjournments.  

 5.9 Gross misconduct  

 5.9.1 Where the complaint alleges gross misconduct – see below – the respondent  may, at the discretion of the Director of IFT, have their membership suspended  whilst the matter is being investigated. The suspension will not imply any  presumption of wrong-doing, but will be taken to protect all the parties involved. 

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 5.9.2 Examples of potential gross misconduct include: theft; serious damage to  property; fraud; incapacity for work due to being under the influence of alcohol or  illegal drugs; physical violence or intimidating behaviour; bullying or harassment;  sexual misconduct; dishonesty; falsification of records; unauthorised and  inappropriate disclosure of confidential information.  

This list is given for the purposes of illustration and is not intended to be  exclusive.  

 5.10 Non-attendance at interviews  

In the event of a person failing to attend a scheduled investigation interview, the  Complaints Panel may:  

 proceed with the hearing in the absence of the person or 

 re-arrange a meeting to a future date not more than 28 days in  advance, or 

 terminate the proceedings  

 These decisions are at the discretion of the Complaints Panel.   5.11 Notification of the Complaints Panel’s findings  

The Complaints Panel shall be required to complete its investigation on the  complaint and report its findings and conclusions in writing to the Complaints  Committee as quickly as reasonably possible.  

5.12 Decision-making process  

It will the responsibility of the Complaints Committee to review the findings of the  Complaints Panel and reach a decision on what action, if any, should be taken in  respect of the respondent. As part of this process, they will interview the  respondent and discuss the findings of the Complaints Panel with him/her. They  may also deem it necessary to interview other people in connection with the  Complaints Panel’s findings before reaching a decision.  

The Complaints Committee will notify the parties of their decision, together with  the imposition of any sanctions, as quickly as reasonably possible and no more  than 28 days from receipt of the findings of the Complaints Panel.  

5.13 Sanctions against IFT members  

Should a complaint lodged against an IFT member be heard by IFT and,  following an investigation, the complaint be found, one or more of the following  sanctions may be implemented by the Complaints Committee:  

 A note is put on the membership file for one year  

 Additional specific training/supervision is undertaken. Written evidence will  be required from the member and trainer/supervisor on satisfactory  completion of the training/supervision 

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 Membership is suspended while additional specific training/supervision is  undertaken. Written evidence will be required from the member and  trainer/supervisor on satisfactory completion of the training/supervision  

 Membership is revoked by resolution of the Trustees of IFT. The resolution  of the Trustees will be determined on the grounds that, in their reasonable  opinion, the member’s continued membership is detrimental to the Charity.    

 In cases of gross misconduct, membership of IFT may be terminated without  recompense  

 Such other sanction is implemented as, in the opinion of the Complaints  Committee, is appropriate in all the circumstances  

 Where appropriate, the Trustees may apply a time limit to the application of  any sanction.  

The Complaints Committee will notify the respondent in writing as soon as their  decision has been made.  

The decision as to the satisfactory completion of any sanctions imposed will be  made by the Director of IFT and confirmed in writing to the respondent.  

6. Appeal against the recommendation of the Complaints Committee  

6.1 The respondent will have 14 days from the date of receipt of the Complaints  Committee’s decision to appeal to the Chair of the Board of Trustees against the  recommendation and must state the specific grounds for the appeal.  

6.2 Appeals can be heard on the following grounds:  

o Where there is relevant new evidence which was not available at the time of  the original investigation or 

o Where the Complaints Procedure is considered not to have been applied  correctly or  

o Where the sanction is considered to be disproportionate to the findings of the  complaint and is not felt to be fair in all the circumstances  

6.3 The Chair of the Board of Trustees will be provided by the Director of IFT and the  Complaints Committee with the relevant background papers considered in the  investigatory and decision-making processes.  

6.4 It will be at the discretion of the Chair of the Board of Trustees as to how the  appeal is conducted. This may, or may not, involve seeking additional  information and/or interviewing any party.  

6.5 The Chair of the Board of Trustees will make a decision on the appeal and notify  the respondent, in writing, within 14 days of receipt of the appeal.  

6.6 The decision of the Chair of the Board of Trustees will be final. 

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If the decision of the Complaints Committee is upheld by the Chair of the Board  of Trustees, any sanctions imposed or remedial action will continue to apply.  

If the decision of the Complaints Committee is amended by the Chair of the  Board of Trustees, such action as is necessary will be implemented from the  appropriate date.  

7. Expenses  

Travel expenses incurred in lodging a complaint will not normally be paid.  

When a complainant, respondent or other party is specifically requested to attend  an interview, travel expenses can be reimbursed.

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Appendix 6  

Complaints procedure against clinical associates  

Notes: 1. Clinical associates (students) are not IFT employees, or members of IFT   or UKCP  

2. It is expected that the most likely source of complaint against a clinical  associate will be from a client.  
3. In all counselling sessions with clients, they will be accompanied by an  IFT supervisor who will have sole responsibility for the conduct of the  session and the clinical associate.  

In the event of inappropriate conduct or clinical practice by the clinical  associate, the supervisor will take appropriate action to correct it or  suspend the session.  

4. Any complaint against a clinical associate will be treated as a complaint  against the supervisor although, dependent on the specific  circumstances, action may also be taken in respect of the clinical  associate.  
5. Scope of complaints  

A complaint against the supervisor may be made in accordance with Section 1.3 of  the Complaints Policy and 2.1.2 of the Complaints Procedure.  

2. Timescale  

 A complaint made in respect of a counselling session conducted by a clinical  associate must be lodged as soon as possible. The maximum time-limit for lodging a  complaint will normally be one month from the alleged offence, unless circumstances  indicate that this was not realistically practical. It will be for the Director of IFT to  decide whether the complaint should still be heard if it is lodged more than one  month after the alleged offence.  

3. Administration of the Procedure  

Once the complaint against the supervisor has been heard, it will be for the Director  of IFT to determine what action, if any, is appropriate in respect of the clinical  associate in accordance with their training contract. 

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Appendix 7  

Complaints Procedure against IFT as an organisation  

Notes: 1. It is the objective of IFT to provide a high-quality service to members,  Clients and students.  

2. However, it is recognised that people involved in using the services of IFT  or of its members may feel that they wish to bring a complaint about some  aspect of the organisation’s operations or of the delivery of its services.  

This Appendix covers the processing of complaints which do not relate to  an individual IFT member or IFT employee or person engaged to work on  behalf of IFT, but to action taken by IFT as an organisation.  

3. Complaints against IFT as an organisation will be referred to the Director   of IFT.  
4. Where a complaint is being heard or has already been heard against an  individual in accordance with the relevant Appendix, a complaint on the  same or a closely-related matter will not normally be heard against IFT as  an organisation, unless the complaint relates to matters of policy,  management or process which have not already been covered in a  previous complaint.  
5. It will be for the complainant to establish that the complaint is different  from any previous complaint made and can properly be covered only at  the organisational level. If need be, the decision on whether the hear the  complaint will be referred to the Chair of the Board of Trustees.  
6. Timescale  

1.1 A complaint must be lodged as soon as practically possible. The maximum time limit for lodging a complaint is six months from the alleged offence.  

1.2 However, IFT reserves the right to deny the complaint if, in the opinion of the  Trustees, the time taken to lodge the complaint has been unacceptably long in all  the circumstances.  

All records, except for the details of the formal complaint, the formal response,  the decision made by any panel, any appeal and record of sanction, will be kept  for 2 years. The formal records will be kept for 5 years.  

2. Stages of the Procedure  

There is a two-stage procedure: the Informal Stage and the Formal Stage.  The formal stage may be followed by an appeal. 

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3. Administration of the Procedure  

As soon as IFT is aware that a complaint has been made, the complainant  should be provided by the IFT Administration Office with a copy of the  Complaints Policy and Procedure and this Appendix.  

It will be a requirement of IFT that any complaint against IFT as an organisation  follows the Complaints Policy and Procedure.  

A copy of the Code of Ethics and Code of Practice may also be provided to the  complainant, if relevant, together with any IFT policy relevant to the complaint.  

 Stages 1 and 2 of the Procedure will be co-ordinated by the Director of IFT. 4. Stage 1 – Informal stage of the Complaints Procedure  

4.1 The objective of the informal stage is to encourage the amicable and timely  resolution or mediation of complaints without recourse to formal proceedings.  

4.2 Before pursuing a complaint, the complainant will be expected to have received  and read a relevant documentation provided by IFT, as identified in 3, above.  

The complainant will then be expected to attempt to resolve the issue informally  with IFT. The Director of IFT will be responsible for making appropriate  arrangements for this to take place, dependent on the nature of the complaint.  

 4.3 If it is still not possible to reach an informal resolution, a summary of the  complaint and the attempted solution will be prepared by each of:  

o the complainant and 

o the Director of IFT  

4.4 The complainant and the relevant parties at IFT are advised to make  contemporaneous notes of the various stages of their involvement in the matter,  in particular relating to:  

o the date and nature of the incident(s) giving rise to the complaint  o the date(s) and nature of the steps taken to raise the complaint and seek a  resolution  

o the date(s) and nature of any action taken and responses given  

5. Stage 2 – Formal stage of the Complaints Procedure  

5.1 Objective of the formal stage  

The objective of the formal stage of this Procedure is to help address any  remaining dissatisfaction on the part of the complainant and to help reach a  prompt resolution of the complaint where informal steps have failed. 

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 5.2 Initiating the formal stage  

The complainant should submit the summary referred to in 4.3, above, to the  Director of IFT, explaining clearly which Code and/or Policy was, in the  complainant’s view, breached. The Director will have the right not to continue  with proceedings if, in the Director’s opinion, there is inadequate clarity as to the  nature and cause of the complaint.  

The Director of IFT should also obtain a copy of the ‘responsible person’s’  summary.  

The complainant should submit the summary referred to in 4.4 above to the  Director of IFT.  

5.3 Acknowledgement  

The Director of IFT will, within 10 working days, acknowledge the receipt of the  complaint in writing and either confirm that it falls within the scope of IFT’s  Complaints Procedure or explain why it does not.  

In the event that Stage 2 of the Complaints Procedure is to be followed, the  Director of IFT will forward a copy of the complaint to:  

 the complainant  

 the Complaints Panel  

 the Chair of IFT Council  

and explain to all parties the process and timetable to be followed.  

5.4 Investigation of the formal stage  

All formal complaints will be independently investigated by a Complaints Panel,  normally consisting of two people: the Director of IFT and a senior member of the  Management team.  

When a Stage-2 complaint has been received and accepted by IFT, the  respondent will have 14 days from receipt by them of the complaint to respond in  writing to the Director of IFT.  

The Complaints Panel will conduct such interviews and review such  documentation as it considers necessary to undertake its investigation.  

The Complaints Panel will be responsible for producing a report for the  Complaints Committee – which will normally be formed of two Trustees  appointed by the Chair of the Board of Trutees – summarising its findings and  conclusions. 

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5.5 Investigation interviews  

Interviews will be arranged by the Complaints Panel, as necessary, with the  complainant and any other party who, in the opinion of the Complaints Panel,  may have relevant evidence. Documentary evidence may also be sought and  reviewed by the Complaints Panel.  

The objective of the interviews will to establish, in a thorough and dispassionate  matter, the facts of the case. Any conclusions drawn by the Complaints Panel,  following an analysis of the evidence obtained, must be supported by that  evidence.  

5.6 Evidence  

Evidence submitted by the complainant and other parties will normally be  available to all the parties involved in the complaint. The Director of IFT will  ensure that this process is followed.  

5.7 Notes of investigation interviews  

Notes will be taken of all interviews conducted in relation to the complaint. The  Complaints Panel will have a note-taker, who may be one of the two Panel  members, who will produce a factual record of each interview.  

The Director of the IFT will be responsible for submitting copies of the notes of  any meeting to the participants of that meeting.  

5.8 Representation  

The complainant may be accompanied by a ‘supporter’ at any investigatory  interview called in relation to the complaint. The supporter may not speak in  support of the complainant/respondent, ask questions of the Complaints Panel or  respond to questions put. They may, however, discuss the case with the  complainant/respondent in any agreed adjournments. 

5.9 Notification of the Complaints Panel’s findings  

The Complaints Panel shall be required to complete its investigation on the  complaint and report its findings and conclusions in writing to the Complaints  Committee as quickly as reasonably possible.  

5.10 Decision-making process  

It will the responsibility of the Complaints Committee to review the findings of the  Complaints Panel and reach a decision on what action, if any, should be taken.  As part of this process, they may also deem it necessary to interview other  people in connection with the Complaints Panel’s findings before reaching a  decision. 

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The Complaints Committee will notify the parties of their decision, together with  details of any action which is required, as quickly as reasonably possible and no  more than 28 days from receipt of the findings of the Complaints Panel.  

6. Appeal against the recommendation of the Complaints Committee  

6.1 The complainant will have 14 days from the date of receipt of the Complaints  Committee’s decision to appeal to the Chair of the Board of Trustees against the  decision and must state the specific grounds for the appeal.  

6.2 Appeals can be heard on the following grounds:  

o Where there is relevant new evidence which was not available at the time of  the original investigation or 

o Where the Complaints Procedure is considered not to have been applied  correctly or  

o Where the action required by the Complaints Committee is considered to be  inadequate, in the view of the complaint in terms of addressing the perceived  problem  

6.3 The Chair of the Board of Trustees will be provided by the Director of IFT and the  Complaints Committee with the relevant background papers considered in the  investigatory and decision-making processes.  

6.4 It will be at the discretion of the Chair of the Board of Trustees as to how the  appeal is conducted. This may, or may not, involve seeking additional  information and/or interviewing any party.  

6.5 The Chair of the Board of Trustees will make a decision on the appeal and notify  the respondent, in writing, within 14 days of receipt of the appeal.  

6.6 The decision of the Chair of the Board of Trustees will be final.  

If the decision of the Complaints Committee is upheld by the Chair of the Board  of Trustees, action required by the Complaints Committee will continue to apply.  

7. Expenses  

Travel expenses incurred in lodging a complaint will not normally be paid.  

When a complainant or other party is specifically requested to attend an  interview, travel expenses can be reimbursed. 

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Appendix 8  

Complaints procedure for complaints against Trustees in their capacity as  Trustees  

Notes: 1. Trustees will be either:  

 Members of IFT who are elected at the AGM for a three-year term.  They may submit themselves for re-election at the end of their three 

year term or 

 Co-opted Trustees who are appointed for a one-year term and may be  re-co-opted for one or more subsequent one-year terms  

2. All Trustees agree annually, in writing, to abide by the Code of Ethics and  Code of Practice and are expected to abide by all IFT policies which are  relevant to their role as Trustees and, if relevant, as practising therapists.  
3. Complaints made against a Trustee in his/her capacity as a Trustee, or  against the Trustees as a whole, will be heard in accordance with this  Appendix.  
4. Complaints made against a Trustee in his/her role as therapists working  independently of IFT and as a member of IFT and/or UKCP will be heard  in accordance with Appendix 4 or 5, as appropriate.  

5. Where action has been taken by UKCP in accordance with its procedures  in a situation covered by Note 4, above, IFT reserves the right to  implement action in accordance with this Appendix independently of any  action taken by UKCP. The decision to invoke IFT’s Procedure, or not to,  will be taken by the Chair of the Board of Trustees.  
6. In implementing any action in accordance with Note 5, above, IFT may  rely on the findings or report produced by UKCP. A copy of the written  outcome of that investigation will be required by IFT to determine whether  IFT will progress the complaint within IFT.  
7. If the Trustee is employed as a therapist by another organisation, such  as the NHS, and the complaint relates to their work as a therapist, then  the complainant will be expected:  

 to have made a complaint to the Trustee’s employer first if the service  which they are complaining about was provided by that organisation,  

and 

 to have exhausted the relevant complaints procedure of that  organisation  

A copy of the written outcome of that investigation will be required by IFT  to determine whether IFT will progress the complaint within IFT. 

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8. IFT will not normally hear a complaint that has, in its opinion, already  been appropriately heard under a procedure in accordance with Notes 5  or 7 unless the matter relates directly to the Trustee’s fitness to act as  Trustee of IFT or be a members of IFT. The decision to take action, or  not, will be taken by the Chair of the Board of Trustees.  
9. Timescale  

1.1 A complaint made against a Trustee in his/her capacity as a Trustee must be  made to the Chair of the Board of Trustees as soon as practically possible and  usually within one month of the alleged offence.  

1.2 The Chair of the Board of Trutees reserves the right to deny a complaint if, in  his/her opinion, the time taken to lodge the complaint has been unacceptably  long in all the circumstances.  

2. Administration of the Procedure  

As soon as the Chair of the Board of Trustees is aware that a complaint has  been made, he/she will:  

 contact the complainant and take appropriate steps to determine  clearly the details and basis of the complaint  

 contact the relevant Trustee to notify him/her of the complaint and  provide a copy of the Complaints Policy and Procedure and relevant  Appendix, together with any Code or policy document which may be  relevant  

 determine whether the complaint refers to the Trustee’s role as a  Trustee or as a therapist – see Notes 1 to 8, above – and notify the  relevant parties accordingly.  

If the matter refers to the Trustee’s work in their capacity as a Trustee – see Note  3, above – the following procedure will apply.  

3. Stages of the Complaints Procedure  

The objective of the procedure will be for the Chair of the Board of Trustees to  resolve the complaint, as far as is possible, by speedy and informal means,  including discussion with the Trustee as to how this can be achieved. Actions set  down in the informal stage of Appendices 4 and 5 may be followed by the Chair.  

Exceptionally, and if resolution by informal means cannot be achieved, the formal  stage of the Procedure will be initiated.  

Prior to this, the Chair will prepare a summary of the actions taken under the  informal stage. 

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4. Formal stage of the Complaints Procedure  

5.1 Objective of the formal stage  

The objective of the formal stage of this Procedure is to help address any  remaining dissatisfaction on the part of the complainant and to help reach a  prompt resolution of the complaint where informal steps have failed.  

 5.2 Initiating the formal stage  

The complainant should submit a formal complaint to the Chair of the Board of  Trustees, stating clearly the nature and causes of the complaint.  

 5.3 Acknowledgement  

The Chair of the Board of Trustees will, within 10 working days, acknowledge  the receipt of the complaint in writing and explain to all parties the process and  timetable to be followed.  

 5.4 Investigation of the formal stage  

All formal complaints will be investigated independently by a Complaints Panel,  normally consisting of two Trustees or other people nominated for this role by the  Chair of the Board of Trustees.  

The Complaints Panel will conduct such interviews and review such  documentation as it considers necessary to undertake its investigation.  

The Complaints Panel will be responsible for producing a report for the  Complaints Committee – which will normally be a special meeting of the Trustees  – summarising its findings and conclusions. The Chair of the Board of Trustees  will be responsible to designating the Trustees involved in the Complaints  Committee where it is deemed appropriate not to involve all the Trustees.  

 5.5 Investigation interviews  

Interviews will be arranged by the Complaints Panel, as necessary, with the  complainant and any other party who, in the opinion of the Complaints Panel,  may have relevant evidence. Documentary evidence may also be sought and  reviewed by the Complaints Panel.  

The objective of the interviews will to establish, in a thorough and dispassionate  matter, the facts of the case. Any conclusions drawn by the Complaints Panel,  following an analysis of the evidence obtained, must be supported by that  evidence.  

5.6 Evidence  

Evidence submitted by the complainant and other parties will normally be  available to all the parties involved in the complaint. The Director of IFT will  ensure that this process is followed. 

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5.7 Notes of investigation interviews  

Notes will be taken of all interviews conducted in relation to the complaint. The  Complaints Panel will have a note-taker, who may be one of the two Panel  members, who will produce a factual record of each interview. The Director of the  IFT will be responsible for submitting these documents to the parties involved.  

5.8 Representation  

The complainant may be accompanied by a ‘supporter’ at any investigatory  interview called in relation to the complaint. The supporter may not speak in  support of the complainant/respondent, ask questions of the Complaints Panel or  respond to questions put. They may, however, discuss the case with the  complainant/respondent in any agreed adjournments. 

5.9 Notification of the Complaints Panel’s findings  

The Complaints Panel shall be required to complete its investigation on the  complaint and report its findings and conclusions in writing to the Complaints  Committee as quickly as reasonably possible.  

5.10 Decision-making process  

It will the responsibility of the Complaints Committee, which will normally consist  of at least four Trustees, including the Chair of the Board of Trustees, to review  the findings of the Complaints Panel and reach a decision on what action, if any,  should be taken. As part of this process, they may also deem it necessary to  interview other people in connection with the Complaints Panel’s findings before  reaching a decision.  

The Complaints Committee will notify the parties of their decision, together with  details of any action which is required, as quickly as reasonably possible and no  more than 28 days from receipt of the findings of the Complaints Panel.  

6. Appeals  

There is no procedure for an appeal against the decision of the Board of  Trustees.  

7. Expenses  

Travel expenses incurred in lodging a complaint will not normally be paid.  

When a complainant or other party is specifically requested to attend an  interview, travel expenses can be reimbursed.  

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