Complaints Policy

Introduction

I am committed to providing a counselling service that is ethical, respectful, and responsive to your needs. Feedback and concerns are always taken seriously, and this policy outlines how you can raise a concern or make a complaint.

Where possible, concerns are best resolved through open and respectful communication.

Raising a Concern Informally

If you have a concern about any aspect of the counselling service, I encourage you to raise this with me in the first instance. This can be done during a session or by contacting me outside of sessions.

Many concerns can be resolved through open discussion and clarification, and you will be listened to with care and respect.

Making a Formal Complaint

If you feel unable to raise your concern informally, or if the issue remains unresolved, you are welcome to make a formal complaint.

A formal complaint should be made in writing and include:

• Your name and contact details
• A clear description of your concern
• Any relevant dates or supporting information

Complaints can be sent via email to:

alexandra@findyourheadspace.co.uk

What Happens Next

• Your complaint will be acknowledged within a reasonable timeframe
• The matter will be considered carefully, fairly, and without judgement
• Where appropriate, I may seek guidance from my clinical supervisor while protecting your confidentiality
• You will be informed of the outcome once the matter has been reviewed

Every effort will be made to resolve concerns openly, respectfully, and without discrimination.

If You Remain Dissatisfied

If your complaint cannot be resolved directly with me, or if you feel unable to approach me, you have the right to escalate your complaint to my professional body.

You may contact:

• The British Association for Counselling and Psychotherapy (BACP)
  https://www.bacp.co.uk/about-therapy/complaints-service/
• The National Counselling & Psychotherapy Society (NCPS)
  https://ncps.com/complaints

Each organisation has a formal complaints process and will be able to guide you through the next steps.

No Impact on Ongoing Support

Raising a concern or complaint will not result in any unfair treatment. Your wellbeing and dignity remain central, and any complaint will be handled professionally, ethically, and with respect.

Review of This Policy

This Complaints Policy is reviewed regularly to ensure it remains clear, fair, and aligned with professional and ethical standards.

 Last reviewed: March 2026