Complaint Procedure
Table of Contents
Counselling today believes that everyone has a right to be treated with respect. I value feedback from those who use my service. If your feedback constitutes a complaint, I wish to deal with this as fairly as possible.
This document explains how to make a complaint, and how Counselling Today will handle your complaint.
You may wish to make a complaint:
Please complete the complaint form attached. Provide as much detail as possible, including dates, and any other information, which helps me to process your complaint. Please note that in order to process or investigate a complaint confidential details may need to be shared.
If your complaint is about billing or technical matters, I may need to pass that complaint on to my own suppliers; or I may advise you to contact your own suppliers, Credit Company, etc. If that were the case, I would still wish to know whether your complaint is properly addressed, so that if you remain dissatisfied, please let me know.
If your complaint were about my service, or me I would be looking to see if the allegation concerns a breach of the BACP code of ethics, and/or one of my service principles and standards.
The principles and standards are listed in this document. I can if necessary supply you with a copy of the BACP code of ethics. I would expect a complaint to be made within 6 months of the contact, which has given rise to your complaint. The person who made contact with Counselling Today may only make complaints; complaints by third parties are not normally considered.
If the complaint is about billing or technical matters, either you will be advised to take the matter up with the appropriate supplier; or I will take the matter up on your behalf. If the matter is beyond reasonable control of Counselling Today, and you remain dissatisfied, I would recommend you to take the matter further yourself with the appropriate regulating body.
If the complaint is about my service or me and you do not receive a satisfactory resolution I would ask an independent arbitrator to consider the original complaint and the outcome of the investigation. If the arbitrator believes that the complaint has not been handled satisfactorily, the independent arbitrator will re-examine the matter.
The independent arbitrator’s decision is final.
The decision of any independent arbitrator is final. BACP has its own complaints procedure, involving preliminary investigation, and if necessary an adjudication panel
hearing a complaint against a counsellor or against an organisation, which the complainant would need to attend in person.
BACP – British Association for Counselling and
Psychotherapy
BACP House
15 St John’s Business Park
Lutterworth
LE17 4HB
I am an individual member of the British Association for Counselling and Psychotherapy, the largest body of counsellors in the United Kingdom. I have chosen to adhere to the Ethical Framework of the BACP to ensure standards, equality and consistency in the delivery of our service.