I hope that you will be happy with the service I provide. However, I recognise that sometimes things may not go as expected, and your experience and feedback are important to me. If something isn’t right, I want to know so I can address it promptly and learn from it.
I am committed to:
Listening to your concerns with respect and without judgement
Making the process of raising a complaint as simple as possible
Responding to all written complaints
Investigating concerns in a fair, thoughtful, and professional manner
Keeping you informed throughout the process
Using feedback to improve my services
Maintaining confidentiality unless disclosure is necessary to progress the complaint
If you wish to raise a concern or make a formal complaint, please do so in writing within 7 days of your session or interaction. This helps me respond effectively and address any issues while details are still fresh.
You can contact me directly at: Space2Bcounselling@gmail.com
I will acknowledge your complaint within 7 days of receiving it.
Once I receive your complaint, I will:
Review the information you have provided
Contact you if I need further details
Consider all aspects of the concern carefully
Provide you with a written response outlining the outcome
I aim to complete this process within 21 working days, although this may be extended during periods of illness or holidays.
If your complaint is upheld, I will take appropriate action as soon as possible to address the situation. If your complaint is not upheld, I will explain the reasons for this decision.
If you feel the issue has not been resolved, you have the right to escalate your complaint to my professional body:
British Association for Counselling and Psychotherapy (BACP) www.bacp.co.uk
This represents the final stage of the complaints process.
