COMPLAINTS PROCEDURE
Date Effective: September 2026
Purpose
I am committed to providing a professional, ethical and respectful counselling service. If a client is dissatisfied with any aspect of the service, they are encouraged to raise their concerns so that they can be addressed fairly, promptly and appropriately.
Scope
This policy applies to:
- In-person counselling sessions
- Online counselling sessions
- Telephone counselling sessions (if applicable)
- Administrative and practice-related services.
Informal Resolution
Where possible, concerns should first be raised directly with me so that they may be discussed and resolved informally.
Clients may raise concerns:
- During a counselling session
- By the email used during our counselling work
- I will aim to respond within 10 working days.
Formal Complaints Procedure
If a concern cannot be resolved informally, a formal complaint may be submitted in writing.
Please include:
- Your name
- Contact details
- A description of the complaint
- Relevant dates and information
- The outcome you are seeking
Formal complaints should be sent to:
Ms Heather Miller, via email and in writing to my postal address. My postal address can be given to you upon request.
Complaint Investigation
Upon receipt of a formal complaint:
- I will acknowledge receipt within 5 working days.
- I will review the complaint and any relevant records.
- I may request further information if required.
- I will provide a written response within 20 working days, where reasonably possible.
- If additional time is needed, you will be informed of the reason and expected timescale.
Escalation
Should you not find satisfaction at the end of this process, you can raise a complaint with the Association of Christian Counsellors, my professional body at:
https://www.acc-uk.org/find-professional-support/how-to-make-a-complaint/
My Membership Number: R001304
Confidentiality
All complaints will be handled confidentially as far as possible.
Information will only be shared where necessary to investigate the complaint or where required by law, safeguarding obligations, insurance requirements, or professional ethical standards.
Record Keeping A record of complaints and outcomes will be retained securely in accordance with my data protection and record retention policies.