Complaints Policy and Procedures


We are committed to providing high-quality counselling services to our clients. However, we recognise that there may be occasions when clients feel frustrated or unhappy with the service they have received. If this happens, we encourage clients to let us know so that we can try to resolve the issue.

Making a complaint

If you have a complaint about the counselling service you have received, you can raise it in any of the following ways:

  • Speaking to your counsellor directly
  • Contacting us by phone or email
  • Writing to us at our address

Handling complaints

When we receive a complaint, we will acknowledge receipt within 3 working days. We will then investigate the complaint and aim to provide a full response within 20 working days.

If we are unable to resolve the complaint to your satisfaction, we will provide you with information on how to escalate the complaint to an external complaints body, such as the British Association for Counselling and Psychotherapy (BACP) or Counselling & Psychology Therapy in Scotland (COSCA)


We will treat your complaint confidentially and only share it with those who need to know in order to investigate and resolve the issue.