Complaints procedure

Play Therapy UK (PTUK) Complaints Procedure

1. Introduction

Play Therapy UK (PTUK) is committed to providing high-quality services and ensuring that any concerns or complaints are addressed fairly, promptly, and effectively. This procedure outlines how individuals can raise a complaint and how PTUK will respond.

This procedure applies to complaints made by clients, parents/carers, practitioners, staff, and other stakeholders regarding PTUK services, practitioners, or organisational practices.

2. Principles

PTUK’s complaints procedure is based on the following principles:

• Fairness – Complaints are handled impartially and      objectively.
• Confidentiality – Complaints are dealt with      sensitively, ensuring privacy.
• Transparency – The process is clear, with regular      updates provided.
• Timeliness – Complaints are addressed promptly within      set timeframes.
• Resolution-focused – Seeking to resolve complaints      constructively.

3. How to Make a Complaint

A complaint can be made in the following ways:

• Verbally – By speaking to a PTUK practitioner or staff      member.
• In Writing – By email or letter to PTUK’s complaints      team.
• Online – Through PTUK’s official website (if      applicable).

Contact Details for Complaints:

To the therapist directly - Michelle Mays - michellelmays@icloud.com OR 07754582884

OR

https://playtherapy.org.uk

4. Stages of the Complaints Process

Stage 1: Informal Resolution

1. If appropriate, the complainant should first raise the issue directly with the individual involved.

2. If the issue is not resolved, they may escalate it by contacting a PTUK supervisor or representative.

3. PTUK will attempt to resolve the complaint informally within 10 working days.

Stage 2: Formal Complaint

1. If unresolved, a formal complaint must be submitted in writing, providing:
 

o The nature of the complaint.

o Relevant dates and details.

o Any supporting evidence.

o Desired resolution (if applicable).

3. PTUK will acknowledge receipt within 5 working days.

4. A senior PTUK representative or Complaints Officer will investigate the complaint.

5. The complainant may be asked for further details or to attend a meeting.

6. PTUK will provide a written response within 20 working days outlining:
 

o Findings from the investigation.

o Any actions to be taken.

o Next steps if the complainant is dissatisfied.

Stage 3: Appeal Process

1. If dissatisfied with the outcome, the complainant can appeal within 10 working days of receiving the response.

2. A senior PTUK officer or independent panel will review the complaint.

3. A final decision will be issued in writing within 30 working days.

5. Escalation to External Bodies

If the complainant remains unsatisfied, they may refer the matter to relevant external bodies, such as:

• British Association of Play Therapists (BAPT) (if      applicable).
• The Health and Care Professions Council (HCPC) (if      related to professional misconduct).
• The Information Commissioner’s Office (ICO) (if related      to data protection).
• Local Authority Safeguarding Teams (if related to      safeguarding concerns).

6. Safeguarding and Confidentiality

• If a complaint raises safeguarding concerns, PTUK will      follow child protection procedures and may refer the case to safeguarding      authorities.
• All complaints will be handled confidentially, with      information only shared on a need-to-know basis.

7. Monitoring and Review

• PTUK reviews complaints regularly to improve services.
• This procedure is reviewed annually to ensure      effectiveness.

For further information or to submit a complaint, please contact the PTUK Complaints Team on the website link above.

Play Therapy UK (PTUK) Lone Working Policy

1. Introduction

Play Therapy UK (PTUK) recognises that some practitioners and staff may work alone while delivering play therapy services. This policy ensures the safety and well-being of all lone workers by identifying risks and providing clear guidelines to mitigate them.

This policy applies to all PTUK employees, self-employed practitioners, volunteers, and associates who work without direct supervision in any setting, including schools, private practice, and home visits.

2. Definition of Lone Working

Lone working refers to any situation where a practitioner works:

• Alone in a therapy room or office.
• In a client’s home or community setting without a      colleague present.
• Outside normal working hours in an isolated location.

3. Risks Associated with Lone Working

Potential risks include:

• Personal safety threats (e.g., aggression, abuse).
• Medical emergencies.
• Accidents or injuries.
• Safeguarding concerns involving children or vulnerable      adults.

4. Responsibilities

4.1 PTUK’s Responsibilities

• Provide guidance on lone working safety.
• Ensure practitioners are aware of risk assessment      procedures.
• Offer safeguarding and lone working training.
• Provide support and reporting mechanisms for lone      workers.

4.2 Practitioners’ Responsibilities

• Follow PTUK’s lone working and safeguarding guidelines.
• Conduct risk assessments before lone working.
• Keep emergency contact details accessible.
• Report any concerns or incidents immediately.

5. Lone Working Safety Measures

5.1 Risk Assessment

Before working alone, practitioners must:

• Assess the risks of the environment (e.g., client’s      home, therapy room).
• Identify potential safeguarding concerns.
• Ensure a clear emergency plan is in place.

5.2 Communication & Check-Ins

• Practitioners should inform a colleague, supervisor, or      designated contact of their location and expected duration of the session.
• A check-in system should be used, such as a text or      call before and after sessions.
• If concerns arise, practitioners should have a pre-arranged      code word or emergency procedure in place.

5.3 Personal Safety Precautions

• Avoid lone working in high-risk locations where      possible.
• Ensure access to a charged mobile phone at all times.
• Position yourself near exits when working in unfamiliar      locations.
• Do not share personal contact details with clients      unless necessary and in line with PTUK’s confidentiality guidelines.

5.4 Safeguarding in Lone Working Situations

• Lone working should not take place where there are      known safeguarding risks.
• If a safeguarding concern arises during a session, the      practitioner must follow PTUK’s Safeguarding Policy and report the concern      immediately.
• If a client or their family presents a risk, practitioners      must remove themselves safely from the situation and seek support.

6. Home Visits

If a practitioner is conducting a session in a client’s home:

• A risk assessment must be completed in advance.
• Sessions should ideally take place when another      responsible adult is present.
• The practitioner must have a clear exit strategy in      case of emergencies.

7. Incident Reporting

• Any safety concerns, near misses, or incidents must be      reported to PTUK’s designated officer within 24 hours.
• A written record of the incident should be completed,      including details of what happened and any actions taken.
• Support will be provided for practitioners involved in      incidents.

8. Training & Review

• All practitioners must receive training on lone working      safety.
• PTUK will review lone working policies annually and      update them as necessary.

General risk assessments will be in place for equipment and flight risks, In addition to this individual risk assessments will be completed with parent/carer/referrer prior to the commencement of therapy

1. Introduction

Holding Your Hand Therapy is committed to protecting the privacy and personal data of all individuals, including children, clients, practitioners, staff, and stakeholders. This policy ensures compliance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other relevant legislation.

This policy applies to all PTUK practitioners, employees, volunteers, and third-party service providers handling personal data.

2. Principles of Data Protection

PTUK adheres to the following key principles under UK GDPR:

1. Lawfulness,      fairness, and transparency – Data is processed lawfully and openly.
2. Purpose limitation – Data is collected for specified, legitimate purposes.
3. Data minimisation – Only necessary data is collected and stored.
4. Accuracy – Personal data is kept accurate and up to date.
5. Storage limitation – Data is retained only for as long as necessary.
6. Integrity and confidentiality – Data is kept secure and protected.
7. Accountability – PTUK is responsible for ensuring compliance.

3. Types of Data Collected

PTUK collects and processes the following types of data:

• Personal      Information – Name, date of birth, contact details.
• Sensitive      Personal Data – Health records, therapy session notes, safeguarding      concerns.
• Professional      Data – Qualifications, DBS checks, employment details.
• Financial      Data – Payment details for services.

4. Legal Basis for Processing Data

PTUK processes personal data based on the following legal grounds:

• Consent – When an individual has given clear consent for specific data processing.
• Contractual necessity – When data is required to fulfil a service agreement.
• Legal      obligation – When compliance with legal requirements is necessary (e.g.,      safeguarding reporting).
• Legitimate interests – When processing is required for PTUK’s operational purposes      without overriding individual rights.

5. Data Security Measures

PTUK takes appropriate measures to protect data, including:

• Encryption      – Secure storage of digital data.
• Access  controls – Limiting data access to authorised personnel.
• Confidentiality agreements – All staff and practitioners must adhere to data protection policies.
• Physical security – Secure storage of paper records in locked cabinets.
• Regular audits – Ensuring compliance with data protection laws.

6. Data Sharing and Third Parties

PTUK only shares data where necessary and with proper safeguards:

• With      consent – Data may be shared with relevant professionals (e.g., schools,      social services) with explicit permission.
• For      safeguarding purposes – If a child is at risk, data may be shared with      safeguarding authorities without consent.
• With      regulatory bodies – PTUK may provide data to meet legal obligations (e.g.,      DBS, local authorities).
• With      third-party processors – Any external service providers handling PTUK data      must comply with UK GDPR.

7. Data Retention and Disposal

• Client      records are kept for 7 years after the last session, in line with      professional and legal guidelines.
• DBS      checks and employment records are retained as per legal requirements.
• Unnecessary      data is securely deleted or shredded.

8. Rights of Data Subjects

Individuals have the following rights under UK GDPR:

• Right      to access – Request a copy of personal data held.
• Right      to rectification – Correct inaccurate or incomplete data.
• Right      to erasure – Request deletion of personal data (subject to legal constraints).
• Right      to restrict processing – Limit how data is used.
• Right      to data portability – Transfer data to another service provider.
• Right      to object – Object to processing based on legitimate interests.
• Right      not to be subject to automated decision-making – PTUK does not use      automated profiling or decision-making.

9. Data Breaches and Incident Reporting

• Any      data breach must be reported immediately to the Data Protection Officer      (DPO).
• PTUK      will assess and, if necessary, report breaches to the Information      Commissioner’s Office (ICO) within 72 hours.
• Individuals      affected will be notified if there is a risk to their rights or freedoms.

10. Responsibilities and Compliance

• All      PTUK practitioners and staff must undergo data protection training.
• PTUK’s      Data Protection Officer (DPO) oversees compliance and data protection      matters.
• Regular      reviews ensure adherence to UK GDPR and best practices.

11. Policy Review

This policy is reviewed annually or when required due to changes in legislation.

For data protection concerns, contact [Data Protection Officer’s contact details] or the Information Commissioner’s Office (ICO) at www.ico.org.uk.

1. Introduction

Holding you Hand Therapy is committed to safeguarding the welfare of children, young people, and vulnerable adults who engage in play therapy services. This policy outlines our approach to ensuring their safety, promoting their well-being, and preventing harm, abuse, or neglect.

This policy applies to all PTUK practitioners, staff, volunteers, and associates. It aligns with UK legislation, including the Children Act 1989 & 2004, Working Together to Safeguard Children 2018, Keeping Children Safe in Education 2023, and the Care Act 2014.

2. Principles of Safeguarding

PTUK upholds the following safeguarding principles:

• Child-centred approach – The welfare of the child is paramount.
• Prevention – Taking proactive steps to ensure a safe environment.
• Protection – Taking action when concerns arise.
• Partnership – Working with children, families, and professionals.
• Accountability – Ensuring all staff and practitioners understand their safeguarding responsibilities.

3. Definitions of Abuse

Abuse can take many forms, including:

• Physical abuse – Deliberate harm, such as hitting or shaking.
• Emotional abuse – Persistent emotional maltreatment, causing distress.
• Sexual abuse – Involving a child in sexual activities.
• Neglect – Persistent failure to meet basic needs.
• Exploitation – Using a child or vulnerable person for personal gain.

4. Roles and Responsibilities

PTUK Practitioners and Staff must:

• Follow safeguarding procedures.
• Report concerns immediately.
• Undertake safeguarding training regularly.
• Designated Safeguarding Lead (DSL) is responsible for:
  • Managing safeguarding concerns.
  • Liaising with external safeguarding agencies.
  • Ensuring training and compliance.
• Supervisors and Managers must ensure practitioners follow best practices.

5. Reporting Safeguarding Concerns

If a safeguarding concern arises, PTUK staff and practitioners must:

1. Recognise the signs of harm or abuse.
2. Respond appropriately—listen without judgment.
3. Record the concern factually and accurately.
4. Report to the DSL immediately.
5. Refer the case to local safeguarding authorities if necessary.

6. Confidentiality and Information Sharing

Information will only be shared on a need-to-know basis.

Practitioners must follow GDPR and Data Protection regulations.

Safeguarding concerns override confidentiality when there is risk of harm.

7. Safe Recruitment and Training

All PTUK practitioners must undergo Enhanced DBS checks.

Regular safeguarding training is mandatory.

Recruitment processes follow Safer Recruitment guidelines.

8. Safer Working Practices

• Play      therapists must maintain professional boundaries.
• Sessions      should take place in safe, appropriate environments.
• Risk      assessments should be conducted where necessary.

9. Managing Allegations Against Staff

• Any      concerns about a practitioner must be reported to the DSL.
• Serious      concerns will be referred to the Local Authority Designated Officer      (LADO).
• Investigations      will follow statutory safeguarding procedures.

10. Review and Compliance

• This      policy will be reviewed annually.
• PTUK      will ensure compliance with safeguarding best practices.