Complaints procedure
What to do if you’re unhappy with our services
Putting things right
At Nordoff and Robbins, we work hard to offer the highest levels of service. However, things do sometimes go wrong, and when they do we encourage anyone affected to get in touch so that we can put things right and improve our services for the future.
In what circumstances should I complain?
You should submit a complaint if you are dissatisfied with the service, actions or policies of Nordoff and Robbins, our employees or volunteers. Ideally, your complaint should include details of:
- What went wrong
- When and where it happened
- Who was involved
- What you would like to see happen
- Your name, address and contact details
How do I make a complaint relating to music therapy services?
If you’re attending one of our open access centres, the best person to contact is the music therapist on site. If you prefer to make your complaint to a different member of staff, you can contact the Regional Manager responsible for the area. If you are receiving our service through one of our partner organisations, the Regional Manager is the best person to contact:
East of Scotland
Janet Halton
07971 877332
North/Central England
Oli Kluczewski
020 7267 4496
London South/South East
Richard Bennett
07841 997894
North West/North Wales
Sarah Denman
07917 726893
North East/Yorkshire
Katy Grainger
07749 820810
South West/South Wales
Fraser Simpson
07834 322316
West of Scotland
Mary Brown
07968 476 798
Is there a time limit for making a complaint?
It is best to tell us as soon as possible and within 12 months of either the event happening or of you discovering you have cause to complain. Complaints received outside of these timescales may still be investigated if there is a reason the complaint could not be made earlier and it is still possible to investigate what happened.
Will my ability to receive your services be affected if I complain about your services?
No. Your complaint will not affect our service to you in any way. Any information you give will be treated in confidence and with sensitivity and will be kept separate from any other records.
What will happen when I submit my complaint?
Where possible, a manager from the relevant team will respond within a week of receipt to better understand what has happened and discuss with you:
- How long it will take to investigate
- How we will investigate
- What you would like to see happen as a result
- How you would like to receive our response
The person handling the investigation will then provide a full response within 20 working days of receipt.
You have the right to expect:
- Your complaint to be handled promptly and efficiently
- The process to be transparent
- To be treated with respect at all times.
What if I’m not satisfied with your response to my complaint about music therapy services?
If you feel that we have not addressed your concerns, please contact our Director of Music Services:
Oksana Zharinova-Sanderson
07922 003529.
Who should I contact if my complaint is about another area of Nordoff and Robbins’ activities?
If you have a complaint about our research or education activities, please contact the CEO of Nordoff and Robbins:
Sandra Schembri
07979 678 657
If you have a complaint about our fundraising or communications activities, please contact our Deputy Director of Fundraising:
Sandy Trappitt
0207 428 0064
What happens if I’m not satisfied with the response?
If you are not happy with the result of your complaint or the way it was dealt with, you can refer the matter to the CEO of Nordoff and Robbins:
Sandra Schembri
07979 678 657
If we are still unable to resolve your complaint to your satisfaction, you may take your complaint to the appropriate external body.
Can I make a complaint by letter?
To make your complaint in writing, please address your letter to:
Music Services National Administrator
Nordoff Robbins
2 Lissenden Gardens
London NW5 1PQ
Will my complaint be confidential?
All complaints will be treated in line with our Data Protection Policy. Information will only be shared with Nordoff and Robbins staff when necessary to the investigation.