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Home > Complaints policy 

Complaints policy 

The Movement Centre for Targeted Training (TMC) works directly with children and their families to provide specialist therapy services. We also carry out activities to generate income through a varied programme of fundraising events and activities, as well as supporting our families who raise funds for therapy services at TMC.

We are a small and dedicated team and we strive to be as honest, accountable and transparent as possible. We recognise that, despite our best efforts it is possible that, on occasion, we may fail to meet the high standards that we set ourselves and that it may be necessary for a complaint or concern to be raised. When this does happen we want to hear about it and deal with the situation as quickly as possible and put measures in place to stop it happening again.

Our Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To use any complaints as the opportunity to increase supporter and patient satisfaction;
  • To use complaints in a constructive manner to feed into the improvement of all services.

What to do if you have a complaint

We view complaints positively as they are one of the ways we have to make sure we keep improving our work. If you feel you have cause to complain, please tell us as soon as possible. It is important we know about a problem so that we can aim to resolve it for you and take action to ensure it doesn’t happen again.

 

As a children’s charity, we particularly take safeguarding extremely seriously. If you have any concerns about the behaviour of one of our staff, volunteers or beneficiaries in any situation, it is vital that you tell us about it immediately so that appropriate action can be taken.

 

All formal complaints are directed to our Chair of Trustees and will be treated with priority.

Please note that we are not able to respond to anonymous complaints. We are also unable to deal with matters for which the TMC is not directly responsible unless it involves a safeguarding issue.

On receiving your complaint we will:

  • Listen and record your complaint
  • Advise you how your concerns will be handled
  • Investigate whenever necessary
  • Take action to resolve the problem and tell you what that action is
  • We’ll take steps to avoid a repeat occurrence.
  • Treat you with understanding and respect. (We ask is that you do the same for our staff).
  • Treat confidential information in relation to your complaint sensitively and in accordance to GDPR guidelines

 

We would appreciate your understanding that, with a small team and limited resources, we cannot always respond to your complaint immediately but we will endeavour to do so as soon as possible.

You will receive an initial acknowledgement and/or response within 10 working days of receipt of your complaint and we aim to resolve most problems in that time.

If it is necessary for a more in-depth investigation to take place we aim to provide a full response within 20 working days. If there are exceptional circumstances and these time scales are not possible, we will inform you.

What if our response does not satisfy you?

Fundraising complaints

If your complaint relates to fundraising, and we are unable to resolve it to your satisfaction, you can refer it to the Fundraising Regulator. The Fundraising Regulator is the independent regulator of charitable fundraising of which TMC is a member.

 Please note that TMC does not use any cold calling techniques (including door to door fundraising), directly or via third parties, as part of our fundraising activities.

You can contact the Fundraising Regulator through their website:  www.fundraisingregulator.org.uk.

 Clinical complaints

If your complaint relates to our clinical services, and we are unable to resolve it to your satisfaction, you can share your concerns with The Care Quality Commission. The Care Quality Commission (CQC) is the independent regulator of health and adult social care in England. As a charity we voluntarily register with the CQC.

 

Details of how to contact The Care Quality Commission and their complaints process can be found on their website: https://www.cqc.org.uk/contact-us.

 

You can also direct any complaints to the Charity Commission. There is an online complaint form available on the Charity Commission website: www.charitycommission.gov.uk.

If your complaint does not relate to Fundraising or Clinical, please refer this to the Chair or Vice Chair of Trustees at The Movement Centre.

How to contact us

Often the easiest way for you to register a complaint, and for us to resolve it, is by phone. Please call us on 01691 404248. You can also email us at: info@the-movement-centre.co.uk.

You can also write to The Chair of Trustees, The Movement Centre, Robert Jones and Agnes Hunt Hospital, Oswestry, SY10 7AG.

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FACEBOOK FEED

The Movement Centre

9 hours ago

The Movement Centre
Did you see our amazing news? Thanks to Shropshire Live for the coverage on this one - your support is much appreciated as always. ... See MoreSee Less

Oswestry's Movement Centre scoops £55,000 National Lottery funding

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Shropshire charity The Movement Centre is today celebrating after being awarded £55,000 in National Lottery funding.
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A charity providing a specialist therapy, Targeted Training. Helping children from across the UK with movement disabilities to gain movement control.

The Movement Centre
We love a good news story - and we all deserve one We love a good news story - and we all deserve one don't we!⠀
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Thanks to the National Lottery more children will be able to access our services and we can improve on what we already offer. Thanks to the Shropshire Star for the fantastic coverage.⠀
Lockdown 3 continues and appointments at The Movem Lockdown 3 continues and appointments at The Movement Centre do too. ⠀
You are allowed to travel for medical appointments but obviously please let us know in advance if anyone is suffering with any Covid symptoms.⠀
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We know how important the Targeted Training programme is for you and your child so following our strict guidance we will continue seeing your wonderful  children.
Did you know you can support us through Amazon Smi Did you know you can support us through Amazon Smile?⠀
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#AmazonSmile is a simple way for you to support The Movement Centre every time you shop, at no cost to you. Every time you shop you are supporting children reach their full potential.⠀
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Our research has shown that through a course of Targeted Training children with Cerebral Palsy can be 3-4 times more likely to gain gross motor function compared to conventional physiotherapy alone.⠀
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Currently as many as 2,500 children are born every year in the UK who could benefit from Targeted Training.⠀
The Movement Centre lottery is an easy way for you The Movement Centre lottery is an easy way for you to support our work on an ongoing basis.⠀
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The Movement Centre has teamed up with the Unity Lottery to offer you the chance to win up to £25,000, every week. By playing our lottery you will also be supporting our vital work, helping children with movement disabilities to reach their full potential.⠀
We need your LOVE! ⠀ ⠀ It is never too early t We need your LOVE! ⠀
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It is never too early to talk about Valentine's Day love and this year we are hosting an on-line auction (handy if you forget to buy - you could just win something on the auction instead!)⠀
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But before we go live on February 14th we need your new unwanted presents, your sales bargains or your generosity in any way you can offer so we can create some auction lots/hampers.⠀
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Maybe you have an experience you could offer, a mini-break in your hotel or holiday home, gift sets you know you won't use or a gift voucher you know someone else would enjoy more?
Load More… Follow on Instagram

CONTACT

  • The Movement Centre,
    The Robert Jones & Agnes Hunt Hospital,
    Oswestry, Shropshire, SY10 7AG
  • 44 (0) 1691 404248

  • info@the-movement-centre.co.uk

The Movement Centre for Targeted Training Ltd.
Company Registration Number 3713213, A Company Registered in England and Wales and Limited by Guarantee. Registered Charity Number 1075549. For website admin only, use the link below. For TMC/TMF admin, please access via the Foundation page.

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    CQC regulates The Movement Foundation to provide care at The Movement Centre



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