Complaints Procedure

We are committed to providing high-quality counselling services. If you have concerns about our service, we want to hear from you and work together to resolve any issues.

1. Initial step - Direct discussion

If you have any concerns about our service or your counsellor, we encourage you to:

• Discuss the matter directly with your counsellor during your next session
• Many concerns can be resolved through open and honest communication
• Your counsellor will work with you to address any issues

2. Formal complaint process

If direct discussion is not possible or does not resolve your concern, you can make a formal complaint:

3. What to include in your complaint

To help us investigate your complaint effectively, please include:

• Your name and contact details
• The name of your counsellor (if applicable)
• Dates of sessions or incidents
• A clear description of your concern
• What outcome you would like to see
• Any supporting documentation

4. Investigation process

When we receive your complaint, we will:

• Acknowledge receipt within 2 working days
• Assign an appropriate senior staff member to investigate
• Review all relevant records and documentation
• Interview relevant staff members
• Aim to provide a full response within 10 working days
• Keep you informed of progress if more time is needed

5. Complaint outcomes

Following our investigation, we will:

• Provide a written response explaining our findings
• Offer an apology if we have fallen short of our standards
• Explain any action we will take to prevent similar issues
• Offer appropriate remedies where applicable
• Provide information about further steps if you remain unsatisfied

6. If you remain unsatisfied

If you are not satisfied with our response, you can:

• Professional Bodies: Contact the relevant professional body (BACP, UKCP, etc.) that your counsellor is registered with
• Ombudsman: Contact the relevant ombudsman service if applicable
• Legal Advice: Seek independent legal advice

7. Support during the complaints process

• You can bring a friend or advocate to any meetings
• We can provide information in different formats if needed
• Your ongoing therapeutic relationship will be protected where possible
• Alternative counselling arrangements can be made if necessary

8. Learning from complaints

We view complaints as an opportunity to:

• Improve our services and procedures
• Provide additional training where needed
• Review and update our policies
• Ensure we continue to meet professional standards