How to complain

British Association of Art Therapists (BAAT) aims to provide high quality services which meet our members’ and customers’ needs. We believe we achieve this most of the time: however if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with us.

If you are not happy with our service then please tell us.

If you are unhappy about any of our service, please speak to the relevant staff member, manager or CEO.

If you are unhappy with an individual in our organisation, then sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate, then do ask to speak to the staff member’s manager or to our CEO.

Often we will be able to give you a response straight away. When the matter is more complicated we will provide you with an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please complete the form below, which will then be automatically sent through to us. (If your complaint is about the operations manager then your complaint will be escalated to the CEO. If you are unhappy with the CEO, then your complaint will be passed on to our Chair.

All emailed complaints will be logged. You will receive an email acknowledgement within three working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next Board meeting, which will decide on any further steps to resolve the situation.

Finally, please do also let us know if you are happy with our services. Thank you.

Send a complaint to the the British Association of Art Therapists

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