At The Online Rehab, we are committed to providing high-quality services to all our clients. We strive to create a supportive and safe environment for individuals seeking recovery from addiction. However, we understand that there may be instances where you are dissatisfied with our services or have concerns that need to be addressed. This complaints policy outlines our procedures for handling complaints and ensuring that they are resolved promptly and effectively.
1. Scope of the Policy
This policy applies to all clients of The Online Rehab who wish to lodge a complaint about any aspect of our services, programs, staff, or facilities.
2. Definition of a Complaint
A complaint is defined as any expression of dissatisfaction with our services, programs, or any other aspect of our operations, regardless of whether it is made formally or informally.
3. Lodging a Complaint
Clients who wish to lodge a complaint are encouraged to do so promptly. Complaints can be lodged through the following channels:
Email: support@theonlinerehab.com
Phone: 0203 955 7702
Clients may also choose to submit their complaints in writing to the following address:
The Online Rehab,
Northside House,
Mount Pleasant,
Barnet,
EN4 9EE
4. Handling of Complaints
Upon receiving a complaint, The Online Rehab will follow the following procedure:
Acknowledgement: We will acknowledge receipt of the complaint within 5 working days.
Investigation: Our Complaints Resolution Team will conduct a thorough investigation into the matter. This may involve gathering relevant information, interviewing staff members or other parties involved, and assessing any supporting documentation.
Resolution: We will strive to resolve the complaint as quickly as possible. Depending on the nature of the complaint, this may involve taking corrective action, providing an explanation or apology, or offering appropriate compensation or remedies.
5. Confidentiality
We understand the importance of confidentiality in handling complaints. All complaints will be treated with the utmost confidentiality, and information will only be disclosed to individuals directly involved in the resolution process.
6. Feedback and Follow-up
Once the complaint has been resolved, we will seek feedback from the client to ensure that they are satisfied with the outcome. We will also take any necessary follow-up actions to prevent similar issues from arising in the future.
7. Review and Continuous Improvement
We are committed to continuously reviewing and improving our complaints-handling procedures to ensure that they remain effective and responsive to the needs of our clients.
Contact Information:
For any questions or concerns regarding this complaints policy, please contact:
Email: support@theonlinerehab.com
Phone: 0203 955 7702
Thank you for your cooperation in helping us maintain the highest standards of service at The Online Rehab.