Complaints & Feedback

I aim to provide a safe, respectful, and supportive counselling service. If something doesn’t feel right, or you are unhappy in any way, it’s important that you feel able to say so.

If you feel comfortable, I encourage you to raise any concerns directly with me. This can often help us resolve things quickly and improve your experience. You can: Talk to me in a session or Email me.

If you don’t feel able to raise it in person, or the issue isn’t resolved, you can make a formal complaint. Just let me know what has happened, when it happened (if possible) and what you would like to happen next.

I will acknowledge your complaint within 5 working days and look into the issue carefully and fairly. I will respond to you in writing within 20 working days. If it takes longer, I will keep you updated.

If you are not satisfied with how your complaint has been handled, you can contact the British Association for Counselling and Psychotherapy (BACP), details above. They can look into concerns about whether I have met professional standards.

Your complaint will be handled confidentially and in line with data protection law (UK GDPR).
– Only relevant information will be used
– Your details will be kept secure
– Information will only be shared if necessary (for example, for legal reasons or safety
concerns)
Complaint records are kept securely for professional purposes.

Feedback and complaints help me improve my practice. I appreciate you taking the time to share your experience.