Complaints Procedure

At Michelle's Counselling & Training, I aim to provide a professional, respectful and supportive service. I recognise that concerns or dissatisfaction can sometimes arise, and I welcome the opportunity to hear about these.

I take all concerns seriously and aim to deal with them fairly, sensitively and confidentially.

Raising a concern

If you are unhappy with any aspect of the service you have received, I would encourage you to raise this with me in the first instance.

You can do this verbally or in writing:

Email: michelle@michellescounsellingandtraining.co.uk

I will listen to your concerns and, where appropriate, aim to resolve the matter through discussion.

Making a formal complaint

If you would prefer to make a formal complaint, please put your concerns in writing, providing as much relevant information as you feel able to.

I will acknowledge receipt within five working days and aim to provide a full response within 20 working days. If further time is needed, I will let you know and explain why.

Your complaint will be considered fairly and without prejudice to any ongoing or future support.

Professional membership and external complaints

I am a registered member of the British Association for Counselling and Psychotherapy (BACP) and work in accordance with its Ethical Framework for the Counselling Professions.

If you feel that your concerns have not been satisfactorily resolved, you may be able to contact BACP for information about its complaints process.

BACP website: https://www.bacp.co.uk

BACP complaints information: https://www.bacp.co.uk/about-us/protecting-the-public/professional-conduct/

Confidentiality

Complaints will be handled sensitively and information will only be shared where necessary to consider and respond to the complaint, subject to applicable legal and professional obligations.

Our commitment

I recognise that feedback and concerns can provide an opportunity to reflect, learn and improve the service offered.

You will be treated with respect throughout the process, and raising a concern will not result in you being treated unfairly.