Complaints Procedure

1. Overview

1.1.     If you are unhappy with any part of my service or have a complaint to make, I would like to know about it as soon as possible to resolve the situation quickly. 

1.2.     All complaints will be treated seriously and confidentially.

1.3.     Making a complaint may be an intimidating one, I encourage you to be accompanied by a friend when making a complaint to K Carr Counselling.

1.4.     I will take you through the complaints procedure.  You can of course also use a local advocacy group or CAB (Citizen’s Advice Bureau) to support you to understand the following procedure. 

2. Scope of this Complaints Procedure

2.1.     This procedure covers complaints against me in my role as counsellor in private practice. 

3. Aims of the Complaints Procedure

3.1.     To enable a complaint to be investigated in a fair manner.

3.2.     To enable complaints to be resolved as speedily as possible.

3.3.     To allow consequences of mistakes to be put right without unnecessary conflict.

3.4.     To improve the quality of my service.

4. Access to this Complaints Procedure

4.1.     This Complaints Procedure can be accessed as follows:

• It can be viewed and downloaded as a PDF from the home page of my website www.kcarrcounselling.com
• A copy is available from my consulting room and can be requested by phone, email, letter, or in person from me.
• If you require the procedure in a different language or format, please ask and I will try and accommodate that request.

5. Who can complain

5.1.     A member of the public, seeking, receiving or having received counselling or psychotherapy provided by me. 

5.2.     An appropriately authorised third party or representative e.g. social workers and legal guardians can bring a complaint on behalf of a minor and/or an adult lacking capacity. 

5.3.     Third parties are those who have not personally received services related to counselling and psychotherapy from me. 

5.4.     Complaints will not be accepted from third parties who are acting on behalf of complainants e.g. professionals such as solicitors, accountants, claims management companies, friends, colleagues, consumer advisers, councillors, and elected members of parliament.

5.5.     Anonymous complaints will be investigated by me and I will use discretion in assessing what action should be taken.

6. Time limits for complaints

6.1.     Complaints can be accepted up to three years from the date the client ended counselling 

6.2.     However, it is much easier to sort out difficulties if the complaint is brought to my attention as quickly as possible.

7. How to Make a Complaint

7.1.     Where possible complaints should be made in writing

7.2.     However, if that would be challenging for you and you don’t have anyone else to support you to write out your complaint you can make you complaint verbally to me.  I will write down what you say and ensure that I have accurately captured your concerns before you sign it.   

8. Confidentiality and Communications

8.1.     Every complaint will be treated with care and confidentiality.  I will attempt to communicate clearly and directly with you or your representative in a timely manner, as described below.  

9. Stage 1 – Informal Complaint

9.1.     Every opportunity will be taken at the time of the initial complaint to settle the concern informally.  This may include telephone conversations and/or face to face meetings or written explanation of the reasons for a decision taken. 

9.2.     It is hoped that these conversations help us to resolve the focus of your complaint and to find a resolution together.

9.3.     Of course, if your complaint is about my practice then I will need to encourage you to contact my professional association and to their complaints process which will enable you to formalise your complaint. 

10. Stage 2 – Formal Complaint

10.1.   I am a professional member of BACP, NCPS and a student member of COSRT, details as below:

BACP

www.bacp.co.uk

Membership number:           00989191

15 St John’s Business Park, Lutterworth, Leicestershire LE17 4HB 

NCPS

www.ncps.com

Membership number:           NCS24 – 04037

19 Grafton Road, Worthing,West Sussex, BN11 1QT

COSRT

www.cosrt.org.uk

Membership number:           5010

Suite 48987, PO Box 6945, London, W1A 6US

10.2.   I will provide any relevant documents and assist the investigation, following the process as laid out by my regulatory association. 

BACP

https://www.bacp.co.uk/about-therapy/get-help-with-counselling-concerns-service/

NCPS

https://ncps.com/complaints/complaints-concerns-procedure

COSRT

Conduct and Complaints

10.3.   At any stage of the complaints process I may seek external legal advice

10.4.   I will maintain a record of the complaint and any recommendations made to ensure that any sanctions are recorded, controlled, imposed and then updated to the relevant complainant and any regulatory bodies as necessary.

11. Discontinuation of Complaints

11.1.   A complaint can be discontinued if: 

• we resolve it between us satisfactorily
• you fail or refuse to participate at any stage of the complaint procedure without good reason
• you formally withdraw the complaint

This is the end of the Complaints Procedure.  

12. Monitoring of Complaints

12.1.   I keep a record of all complaints received.  Anonymous complaints will also be recorded, including the reasons for any decision to pursue or not to pursue the complaint. 

12.2.   Complaints regarded as malicious or vexatious shall be recorded internally for learning purposes.  Reports need not be published or passed to other bodies

12.3.   Records of complaints will be kept for a period of five years.