Complaints Procedure
 

My Commitment to You

I am committed to providing a safe, respectful, professional and ethical counselling service where every client feels heard, valued and supported.
 

I recognise that there may be occasions when you feel unhappy or dissatisfied with an aspect of the counselling service you have received. If this happens, I encourage you to share your concerns.

All complaints will be taken seriously and handled with sensitivity, fairness, respect and professionalism.
 

I aim to practise in accordance with the ethical standards of the British Association for Counselling and Psychotherapy (BACP) and the National Counselling and Psychotherapy Society (NCPS).
 

1. Raising a Concern Informally

If you have any concerns about your counselling experience, I encourage you to discuss these with me in the first instance, if you feel comfortable doing so.

Sometimes concerns can arise from misunderstandings or difficulties within the therapeutic relationship. Having an open and honest conversation may help us understand and resolve these issues together.
I appreciate that raising a concern can feel difficult, particularly within a therapeutic relationship, and I will always aim to respond with compassion and without judgement.

You are not obliged to discuss your concerns with me directly if you feel uncomfortable or unable to do so.
 

2. Making a Formal Complaint

If you would prefer to make a formal complaint, you can do so in writing by email.

Contact email: [Insert your counselling practice email address]

Please include, where possible:

• Your name and contact details.

• A description of your concern or complaint.

• Any relevant dates or information.

• What you would ideally like to happen to resolve the matter.

I will acknowledge your complaint within 5 working days of receiving it.

I aim to investigate and respond to formal complaints within 20 working days. If additional time is required, I will explain the reason for the delay and provide an updated timeframe.
 

3. How Your Complaint Will Be Handled

When a complaint is received, I will:

• Listen to your concerns carefully and respectfully.

• Consider the information provided fairly and objectively.

• Seek appropriate professional guidance or supervision where necessary, while respecting confidentiality.

• Keep you informed of the progress of your complaint.

• Provide a written response outlining the outcome and any proposed actions.

Where appropriate, I will consider what changes or improvements may be needed to ensure the continued quality and safety of my counselling practice.
 

4. Confidentiality

All complaints will be treated sensitively and handled in accordance with my Privacy Policy and relevant data protection legislation, including UK GDPR.

Information relating to a complaint will only be shared where necessary and appropriate, including with professional supervisors, insurers, professional bodies or relevant authorities, where permitted or required by law.

Any information shared will be limited to what is necessary for the purpose.
 

5. Complaints to Professional Bodies

If you feel that your complaint has not been resolved satisfactorily, or you do not feel comfortable raising your concerns with me directly, you may contact the relevant professional body.

British Association for Counselling and Psychotherapy (BACP)

BACP has a Professional Conduct Procedure for considering concerns about the professional conduct and ethical practice of its members.
 

You can find information about raising a complaint through BACP using the following details:
 

Website: https://www.bacp.co.uk

Complaints information: https://www.bacp.co.uk/about-us/protecting-the-public/professional-conduct/how-to-complain-about-a-bacp-member/

Email: professional_conduct@bacp.co.uk

BACP will explain its complaints procedure, eligibility requirements and the steps involved.
 

National Counselling and Psychotherapy Society (NCPS)

The NCPS also has a formal complaints and concerns procedure for matters relating to the professional conduct of its members.
 

You can contact the NCPS using the following details:

Website: https://ncps.com

Complaints information: https://ncps.com/complaints/concerns-and-complaints-about-an-individual-member

Email: conduct@ncps.com

Telephone: 01903 213683

The NCPS will provide information about its complaints procedure and how concerns can be submitted.

Each professional body will assess complaints according to its own procedures and eligibility requirements.
 

6. Fair Treatment and Respect

Making a complaint will not result in unfair or discriminatory treatment.

I believe that everyone has the right to raise concerns about the counselling services they receive and to have those concerns treated seriously.

If you are currently attending counselling sessions, any concerns about the continuation of therapy will be discussed sensitively, with your wellbeing and safety considered.
 

7. Learning and Improving

I view feedback and complaints as opportunities for reflection, learning and professional development.

Where appropriate, I will use feedback to review my practice, strengthen professional standards and improve the counselling experience for clients.
 

8. Review of This Procedure

This complaints procedure will be reviewed regularly to ensure it remains appropriate and consistent with relevant legislation, ethical frameworks and professional guidance.

Last reviewed: 20th October 2026

Next review: 20th July 2027