How to make a complaint about an FHT accredited course provider

Anyone can contact the FHT and raise a complaint about one of its accredited course providers. This can include clients, other therapists, regulatory bodies, police or any interested party. However, please note, FHT does not own or employ accredited course providers. The complaint form below should be used if you have followed the course provider’s complaints policy and the outcome has not been considered satisfactory.

Anonymous complaints (where the person making the complaint does not give their name) will not normally be actioned. If however, the information given relates to professional misconduct or serious allegations about an accredited course provider's fitness to practise, we will investigate the complaint.

While there are no time limits on complaints, we recommend all complaints are made as near to the event as possible to ensure that evidence and details are up to date.

Complainants will be kept up to date with any ongoing investigations and the its progress.

If you have a complaint but are not sure of the next step the Registrar and FHT staff can offer advice and guidance on how to deal with a complaint and the best way forward to resolve it. The FHT offers a helpline that is available to call and discuss your complaint with the Registrar or FHT staff. Please call 023 8062 4350 if you wish to discuss a complaint. Please note, you will still be required to complete the Complaint Form.

If it is necessary for the complaint to go to a hearing, the Registrar will give 1-2-1 support, guidance and advice to both parties about what to expect during the hearing and its processes. The Registrar can assess any individual requirements and this will be done on a case-by-case basis.

What can you make a complaint about?

If you have completed the course provider's own complaints process and the outcome was not satisfactory, you can complete the FHT complaints form below, which will allow the FHT to mediate the situation and attempt to achieve a more suitable resolution to the issue.

If you believe that a course provider has:

  • acted unprofessionally
  • used threatening or inappropriate behaviour/language
  • poor quality course materials or standards
  • misleading information or marketing of a course

What can the FHT not do?

Whilst we consider all cases individually we are not able to:

  • consider complaints about course providers that do not have current FHT accreditation
  • get involved in matters not related to FHT membership
  • arrange refunds or compensation
  • give legal advice or get involved in legal disputes.

How do you make a complaint?

In order to make a complaint you must:

  • make the complaint in writing using the FHT Complaint Form (at the bottom of this page)
  • identify the FHT accredited course provider you are complaining about
  • provide sufficient details so that the FHT can understand the nature of the complaint and respond accordingly
  • provide evidence that you have completed the course provider's complaints proces (e.g. a copy of the letter or email explaining the final decision and the close of your complaint)
  • provide any information requested by the FHT pertaining to the complaint.

How long will it take?

The FHT understands that making a complaint can be stressful. The FHT will endeavour to consider the case in a timely manner and update the complainant and thecourse provider at each stage. This will include:

  • confirmation of receipt of the complaint by the FHT
  • regular updates on information received by the FHT during the investigation
  • details of any hearings or meetings to be held.

Each case is individual; however delays may be inevitable due to:

  • Gathering information from the individuals concerned
  • On-going police or criminal trial
  • Employer investigations
  • Difficulty finding dates when everyone is available for a hearing
  • Adjournment requests.

If at any time of the complaint process you would like an update, please contact the FHT Registrar by email to registrar@fht.org.uk.

Confidentiality

When investigating a complaint we will need to inform the course provider involved. This will include the name of the person who has raised the complaint unless the complainant has requested that their details are withheld. The contact details of this person will be removed from any documents we send. All information shared between these parties involved must be treated strictly private and confidential.