Complaints Procedure

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.

My Commitment

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

How to Make a 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.

What Happens Next

Once I receive your complaint, I will:

1. Review the information you have provided

2. Contact you if I need further details

3. Consider all aspects of the concern carefully

4. 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.

Outcome

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 Are Not Satisfied

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.