The Maya Centre is a small organisation, and the complaints procedure is relatively simple. We would hope that most problems can be solved early on. There are 3 stages in our complaint procedure:

Stage 1. Talk to someone in the organisation who you have been dealing with. Raise your concern and see if it can be sorted out.

Stage 2. If you still have concerns, ask to speak to someone more senior to see if an informal resolution can be reached. This is likely to be the Clinical Director or the CEO.

Stage 3. If you still feel that your concern has not been resolved, then put your complaint in writing. This can be in a letter, an email or using the official complaints form. If you need help with writing down your complaint, please let a member of staff know and we will arrange for someone to contact you to help. Your written complaint will be acknowledged when we receive it. A senior person (the CEO or a Trustee) will investigate and we will write to you with the outcome. All complaints and how we handle them are reported to the Maya Centre Board of Trustees.

The Maya Centre is an accredited member of the British Association for Counsellors and Psychotherapists (BACP). After making a complaint to the Maya Centre, if you feel the matter is not resolved, you can complain to the BACP using their formal process. Please visit www.bacp.co.uk for more information.

The Clinical Director is: Melanie Dottin – melanie@mayacentre.org.uk

The Centre CEO is: Emma Brech – emma@mayacentre.org.uk

The Maya Centre Switchboard number is: 020 7281 8970

The Postal Address of the Maya Centre is: Unit 8, 9-15 Elthorne Road. London. N19 4AJ.

admin@mayacentre.org.uk