Nordoff Robbins complaints procedure

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At Nordoff Robbins we work hard to offer the highest quality of service to our beneficiaries, supporters, stakeholders and the general public at all times and we regularly ask people and organisations to whom we provide our services for feedback. Letting us know what works well and what doesn’t will help us to improve our services. Very occasionally, things do go wrong. If you are unhappy with the service we provide, we would like to know so we can put things right if we possibly can, and make sure we improve our services in the future.

How do I make a complaint about music therapy services provided by Nordoff Robbins?

If something has gone wrong, we would like to sort it out straight away if we possibly can. If you are attending one of our direct referral centres, the best person to talk to is the music therapist you see there. If you prefer to speak to a different member of staff, you can contact the Regional Manager responsible for the area. If you are receiving our service on the site of one of our partner organisations, the relevant regional manager is also the best person to contact so that we can try to sort the issue out straight away.

London North/Central England: Allison.anthony@nordoff.robbins.org.uk tel. 02072674496
London South/South East: Richard.bennett@nordoff-robbins.org.uk tel. 07841997894
North West/North Wales: David.robinson@nordoff-robbins.org.uk tel. 07713367861
North East/Yorkshire: Alison.hornblower@nordoff-robbins.org.uk tel. 07889538945
South West/South Wales: Fraser.simpson@nordoff-robbins.org.uk tel. 07834322316

Is there a time limit for making a complaint?

It is best to tell us as soon as possible and within 12 months of the event happening or within 12 months of 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 but only if it is still possible to investigate what happened. 

Will my ability to receive your services be affected if I complain about your services?

No. If you make a complaint this will not affect our service to you in any way. Any information you give will be treated in confidence and with sensitivity. Information about your complaint will be kept separate from any otherrecords to do with attendance at music therapy. 

What will happen when I raise my concern?

We will acknowledge your complaint within a week from the date we receive it. Where possible, we will discuss your complaint with you so that we can understand what has happened and so that we can discuss with you:

  • how long it will take us to investigate your complaint
  • what you would like to see happen as a result of your complaint
  • the way in which we will investigate your complaint
  • how you would like to receive your response – for example, by telephone or letter 

What if I’m not satisfied with your response to my concerns?

If you are not happy with our response and feel that we have not addressed your concerns, or that we have missed something, please contact us. We will see if there is anything further that we can do to resolve your complaint, and try to address any outstanding issues. 

You can contact our Director of Music Services responsible for delivery, Oksana Zharinova-Sanderson on Oksana.zharinova-sanderson@nordoff-robbins.org.uk or 07922 003529.

What if I have a complaint about other areas of Nordoff Robbins’ activities?

If you have a complaint about our research or education activities, please contact our Director of Music Services responsible for Education, Research and Quality Assurance, Dr. Simon Procter, on simon.procter@nordoff-robbins.org.uk or 07850 708754.

We are committed to fundraising in a way that is legal, open, honest and respectful and we recognise the importance of continuous improvement and view any complaint received as an opportunity to improve our approach and procedures. If you have a complaint about our fundraising or communications activities, please contact our Director of Marketing, Fundraising and Communications Jo Carter on jo.carter@nordoff-robbins.org.uk or 020 7428 9908.

If you are not happy with the result of your complaint or in the way in which it was dealt with, you can also refer the matter to the Chief Executive of Nordoff Robbins, Julie Whelan, on Julie.whelan@nordoff-robbins.org.uk or 07501729670.