Complaints Procedure

1. Our Commitment to You

We take all complaints seriously and handle them with:

• Confidentiality: Your complaint will be treated with the utmost confidentiality
• Respect: You will be treated with dignity throughout the process
• Fairness: All parties will have opportunity to present their perspective
• Timeliness: We aim to resolve complaints as quickly as possible
• No Detriment: Making a complaint will not affect your current or future treatment

2. Stage 1: Informal Resolution

We encourage you to first discuss any concerns directly with your counsellor, as many issues can be resolved through open communication.

How to raise a concern informally:

• Speak to Tash during or at the end of your session
• Request a brief phone conversation
• Send an email outlining your concern

Most concerns can be resolved at this stage through discussion and clarification. We will:

• Listen carefully to your concerns
• Provide clarification where needed
• Apologise if appropriate
• Agree on steps to address the issue
• Document the discussion and agreed actions

3. Stage 2: Formal Complaint

If you're not satisfied with the informal resolution, or prefer to make a formal complaint from the start, please follow this procedure:

3.1 How to Make a Formal Complaint

Submit your complaint in writing via:

• Email: tashts.counselling@outlook.com (mark subject as "Formal Complaint")
• Post: Tash Thomas-Still Counselling, Exeter, Devon

3.2 What to Include

3.3 Our Response Timeline

Timeframe	Action	What You Can Expect
Within 48 hours	Acknowledgment	Confirmation we've received your complaint
Within 7 days	Initial Response	Investigation plan and expected timeline
Within 21 days	Full Investigation	Detailed written response with findings
Within 28 days	Final Resolution	Resolution or explanation if more time needed

3.4 Investigation Process

We will:

• Review all relevant documentation
• Interview involved parties if necessary
• Consider relevant professional codes and standards
• Maintain confidentiality throughout
• Keep you informed of progress

4. Stage 3: External Resolution

If you remain dissatisfied after our internal process, you may escalate your complaint to:

4.1 British Association for Counselling and Psychotherapy (BACP)

BACP's Professional Conduct Procedure applies to all BACP members and provides an independent review of complaints.

4.2 Information Commissioner's Office (ICO)

For complaints about data protection or privacy:

You can raise a data protection complaint with us by email or through the contact form on our website. We will acknowledge it within 30 days and respond without undue delay. You can also complain to the Information Commissioner's Office (ICO) at any time, although we would welcome the chance to resolve it with you first:

5. Types of Complaints We Handle

We accept complaints about:

• Quality of counselling services
• Professional conduct and boundaries
• Confidentiality concerns
• Administrative issues (booking, fees, communication)
• Accessibility and discrimination
• Health and safety concerns
• Data protection and privacy

6. Complaints We Cannot Handle

We cannot investigate:

• Complaints about third-party services
• Legal disputes requiring court proceedings
• Complaints already being investigated by professional bodies
• Historical complaints over 12 months old (unless exceptional circumstances)

7. Support During the Process

We understand making a complaint can be stressful. You may:

• Have a friend or advocate support you
• Request reasonable adjustments for accessibility
• Take breaks during any meetings
• Request written communication only

8. Learning from Complaints

We view complaints as opportunities to improve. We:

• Review all complaints for learning points
• Implement service improvements where needed
• Update policies and procedures accordingly
• Undertake additional training if required
• Monitor complaint patterns and trends

9. Vexatious Complaints

While we take all complaints seriously, we reserve the right to cease investigating complaints that are:

• Repeatedly made without new evidence
• Designed to harass or cause distress
• Demonstrably false or malicious
• Pursued in an unreasonable manner

10. Record Keeping

We maintain records of all complaints for:

• Informal complaints: 2 years
• Formal complaints: 6 years
• Serious complaints: Indefinitely

Records are stored securely and accessed only on a need-to-know basis.

11. Your Rights

Throughout the complaints process, you have the right to:

• Be treated with respect and dignity
• Have your complaint taken seriously
• Receive a fair and impartial investigation
• Be kept informed of progress
• Receive a clear explanation of outcomes
• Appeal or escalate if dissatisfied
• Withdraw your complaint at any time

12. Contact Us

If you have any questions about this procedure or need support making a complaint: