COMPLAINTS PROCEDURE
My Commitment
I aim to provide a safe, respectful and professional counselling service.
If you are unhappy about any aspect of our work together, I encourage you to let me know so that concerns can be addressed openly and fairly.
Step One: Speak With Me
Many concerns can be resolved through discussion.
You are welcome to raise any issue directly with me during a session or by email.
I will listen respectfully and seek to resolve concerns wherever possible.
Step Two: Formal Complaint
If you feel your concern has not been resolved, you may submit a written complaint.
Please include:
Your name
A description of your concern
Relevant dates or information
I aim to acknowledge complaints within 5 working days and provide a response within 20 working days.
Step Three: Data Protection Complaints
If you have concerns about how your personal information has been collected, stored, processed, shared or retained, you may submit a data protection complaint directly to Kindred-Ear Therapeutic Counselling.
Complaints should be submitted in writing by email to:
kelly@kindred-ear.com
Complaints will normally be:
Acknowledged within 7 working days
Investigated appropriately
Responded to within 30 days where possible
If you remain dissatisfied following the outcome of the complaint, you have the right to raise your concerns with the Information Commissioner's Office (ICO).
Information about making a complaint to the ICO can be found at:
Step Four: Independent Advice
If you remain dissatisfied, you may seek advice from my professional membership organisation:
British Association for Counselling and Psychotherapy (BACP)
BACP Professional Conduct Information
The BACP can provide information about their Professional Conduct Procedure.