Complaints

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.

Review

This policy will be reviewed in March 2026