Grievance Policy

The Institute for Solution-Focused Therapy, LLC prioritizes and values each individual we work with, whether a single student, an agency or any other consumers or associates. We appreciate the time and energy it takes to pursue continued education and take any concerns that may arise from the Institute for Solution-Focused Therapy seriously.

In our pursuit to provide the best possible experience with the Institute for Solution-Focused Therapy, we have created a step-by-step guide to take the appropriate steps to address any grievance that may arise.

1. Please contact the Senior Executive Assistant first with any questions, concerns, or issues at

a. The Senior Executive Assistant will work with the complainant as a first step to see if a resolution can be achieved before escalating the matter. The Senior Executive Assistant will notify the social work consultant via email of all complaints for review and input.

b. The Senior Executive Assistant will promptly respond to the grievance via email or phone and notify the social work consultant for review and input. 

c. Two attempts to contact the complainant will be made, and if there is no response from the complainant within 5 business days of the second attempt, the grievance will be considered closed. A record will be created to document the grievance and indicate the closed outcome as a lack of response. The social work consultant will be informed of the closure of the grievance complaint for review and input.

d. If a resolution is achieved, the person who filed the grievance and the Senior Executive Assistant will agree to the conclusion, and the matter will be closed. The Institute for Solution-Focused Therapy’s records system will save a record of the issue. The document will include the grievance, the name of the person who filed the grievance, the name of the Administrative Coordinator, the date, time, and the eventual resolution. This record will be submitted to the social work consultant for review and input. 

2. If the Senior Executive Assistant and the person filing the grievance cannot come to a resolution, the matter will be escalated to the Advisory Board.

The Advisory Board consists of John Lutz, Ph.D., Terri Philbrick, LICSW, and Barbara Mauger.

a. A grievance must be submitted in writing to
b. Once the grievance has been submitted, the Advisory Board will review the concerns, including contacting our social work advisory consultant. We will provide a written response to the party filing the complaint within 7 business days.
c. The Institute for Solution-Focused Therapy will report the grievance to each of its accreditation boards within 7 business days of the written grievance.
d. Once a written response has been provided to the complainant, the complainant may request a meeting with the Advisory Board within 7 days following the written response. The Advisory board includes our social work consultant and psychology consultant.

e. The Advisory Board will have 7 business days following the meeting to provide a final written response.

f. The Institute for Solution-Focused therapy will forward the written response to each of the accreditation boards approved and file the response in its records system.

3. Should the party making the complaint not be satisfied with the findings by the Advisory Board, they may request in writing a meeting with the Director of the Institute for Solution-Focused Therapy, Anne B. Lutz, MD, at

a. The request must be made within 7 days of receiving the findings from the Advisory Board.
b. The Director has 7 days to meet with the complainant.
c. The decision of the Director is final and will be provided in writing to the complainant within 7 business days of the grievance meeting.
d. The final response from the Director may be forwarded to the accreditation agencies and will be filed in the Institute for Solution-Focused Therapy’s records system.