{"id":116,"date":"2026-09-18T08:52:14","date_gmt":"2026-09-18T08:52:14","guid":{"rendered":"https:\/\/space2b.org\/?page_id=116"},"modified":"2026-09-18T08:52:44","modified_gmt":"2026-09-18T08:52:44","slug":"complaints","status":"publish","type":"page","link":"https:\/\/space2b.org\/?page_id=116","title":{"rendered":"Complaints"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"116\" class=\"elementor elementor-116\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d21f71a e-flex e-con-boxed e-con e-parent\" data-id=\"d21f71a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cb67702 elementor-widget elementor-widget-text-editor\" data-id=\"cb67702\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h2><strong>Complaints Procedure<\/strong><\/h2><p>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\u2019t right, I want to know so I can address it promptly and learn from it.<\/p><h3><strong>My Commitment<\/strong><\/h3><p>I am committed to:<\/p><ul role=\"list\"><li><p>Listening to your concerns with respect and without judgement<\/p><\/li><li><p>Making the process of raising a complaint as simple as possible<\/p><\/li><li><p>Responding to all written complaints<\/p><\/li><li><p>Investigating concerns in a fair, thoughtful, and professional manner<\/p><\/li><li><p>Keeping you informed throughout the process<\/p><\/li><li><p>Using feedback to improve my services<\/p><\/li><li><p>Maintaining confidentiality unless disclosure is necessary to progress the complaint<\/p><\/li><\/ul><h3><strong>How to Make a Complaint<\/strong><\/h3><p>If you wish to raise a concern or make a formal complaint, please do so <strong>in writing<\/strong> within <strong>7 days<\/strong> of your session or interaction. This helps me respond effectively and address any issues while details are still fresh.<\/p><p>You can contact me directly at: <strong><a href=\"mailto:Space2Bcounselling@gmail.com\" target=\"_blank\" rel=\"noopener\">Space2Bcounselling@gmail.com<\/a><\/strong><\/p><p>I will acknowledge your complaint within <strong>7 days<\/strong> of receiving it.<\/p><h3><strong>What Happens Next<\/strong><\/h3><p>Once I receive your complaint, I will:<\/p><ol role=\"list\" start=\"1\"><li><p>Review the information you have provided<\/p><\/li><li><p>Contact you if I need further details<\/p><\/li><li><p>Consider all aspects of the concern carefully<\/p><\/li><li><p>Provide you with a written response outlining the outcome<\/p><\/li><\/ol><p>I aim to complete this process within <strong>21 working days<\/strong>, although this may be extended during periods of illness or holidays.<\/p><h3><strong>Outcome<\/strong><\/h3><p>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.<\/p><h3><strong>If You Are Not Satisfied<\/strong><\/h3><p>If you feel the issue has not been resolved, you have the right to escalate your complaint to my professional body:<\/p><p><strong>British Association for Counselling and Psychotherapy (BACP)<\/strong> <a href=\"https:\/\/www.bacp.co.uk\/\" target=\"_blank\" rel=\"noopener\" data-saferedirecturl=\"https:\/\/www.google.com\/url?q=https:\/\/www.bacp.co.uk&amp;source=gmail&amp;ust=1789806921559000&amp;usg=AOvVaw3D5en31WWjjHeLfkcIZdn-\">www.bacp.co.uk<\/a><\/p><p>This represents the final stage of the complaints process.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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\u2019t right, I want to know so I can address it promptly and learn from it. My Commitment I [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-116","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/space2b.org\/index.php?rest_route=\/wp\/v2\/pages\/116","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/space2b.org\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/space2b.org\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/space2b.org\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/space2b.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=116"}],"version-history":[{"count":4,"href":"https:\/\/space2b.org\/index.php?rest_route=\/wp\/v2\/pages\/116\/revisions"}],"predecessor-version":[{"id":121,"href":"https:\/\/space2b.org\/index.php?rest_route=\/wp\/v2\/pages\/116\/revisions\/121"}],"wp:attachment":[{"href":"https:\/\/space2b.org\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=116"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}