Complaints Procedure

1. Commitment

I am committed to providing a professional, ethical and effective counselling service. If you are dissatisfied with any aspect of the service I provide, I encourage you to raise your concerns so that they can be considered fairly and promptly.

2. Informal Resolution

Wherever possible, concerns should be raised directly with me at the earliest opportunity. Many issues can be resolved through discussion and clarification.

Include your contact details.

3. How to Make a Formal Complaint

Complaints can be made:

  • In writing by email
  • By letter
  • In another accessible format where required

Please provide:

  • Your name and contact details
  • Details of the complaint
  • Dates where relevant
  • The outcome they are seeking

4. What Happens Next

I will acknowledge receipt of your complaint within 7 working days and will aim to investigate and respond within 28 working days.

5. Investigation

Explain that you will:

  • Consider the information provided
  • Review relevant records
  • Discuss the matter with your supervisor where appropriate
  • Provide a written response

6. Possible Outcomes

  • Explanation or clarification
  • Apology
  • Review of procedures
  • Corrective action where appropriate

7. Confidentiality

Information relating to a complaint will be handled confidentially and retained only for as long as necessary, subject to legal and professional requirements.

8. If You Remain Dissatisfied

I am a member of the British Association for Counselling and Psychotherapy (BACP) and work in accordance with the BACP Ethical Framework. If you believe that my professional conduct has fallen below the standards expected of a BACP member, information about the BACP Professional Conduct Procedure can be found at www.bacp.co.uk.

9. Data Protection Complaints

If your complaint relates to the way I process your personal information, you may also complain to the Information Commissioner’s Office (ICO):

Information Commissioner’s Office
Wycliffe House, Water Lane
Wilmslow, Cheshire SK9 5AF
www.ico.org.uk
Telephone: 0303 123 1113

ICO Information link