Complaints Procedure

Our Commitment

At Coral Dawn Counselling, I am committed to providing a safe, professional and high-quality counselling service. I understand that there may be occasions when you feel dissatisfied with an aspect of the service you have received. If this happens, I encourage you to raise your concerns as soon as possible so that we can discuss them openly and work towards a fair and timely resolution.

Raising a Concern Informally

Many concerns can be resolved through open and honest communication. If there is something you are unhappy with during your counselling, I encourage you to discuss it with me directly. This gives us the opportunity to explore your concerns together and, where possible, resolve them promptly.

If you do not feel comfortable discussing your concerns with me, you may seek confidential guidance from the British Association for Counselling and Psychotherapy (BACP) through their Get Help with Counselling Concerns service before deciding whether to make a formal complaint.

Making a Formal Complaint

If your concern cannot be resolved informally, you have the right to make a formal complaint.

Please submit your complaint in writing by email to:

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

To help me investigate your complaint fully, please include:

• Your full name and preferred contact details.
• A clear description of your complaint, including the events in chronological order.
• Any relevant dates, times or supporting information.
• The outcome or resolution you are seeking.

How Your Complaint Will Be Managed

Once I receive your formal complaint, I will:

• Acknowledge receipt of your complaint in writing within 14 days.
• Review the information provided in a fair, impartial and objective manner.
• Where appropriate, consult with my clinical supervisor to support an independent review whilst maintaining your confidentiality.
• Provide you with a full written response within 21 days of acknowledging your complaint.

If additional time is required to complete the investigation, I will inform you as soon as possible and explain the reason for the delay and provide an updated timescale.

If You Remain Dissatisfied

If you are not satisfied with the outcome of my complaints procedure, or if your complaint involves a serious concern about professional conduct, you may refer the matter to the British Association for Counselling and Psychotherapy (BACP).

As a registered BACP member, I practise in accordance with the BACP Ethical Framework for the Counselling Professions and am accountable to the Association's Professional Conduct Procedure.

Please note:

• The BACP considers complaints relating to alleged breaches of its Ethical Framework or concerns regarding a member's fitness to practise.
• The BACP generally expects clients to have attempted to resolve concerns directly with their therapist before referring a complaint to the Association, unless exceptional circumstances apply.
• If I receive a formal complaint, I am required to notify my professional indemnity insurance provider in accordance with the terms of my insurance policy.

Further information about the BACP complaints process, including guidance on making a complaint and the Professional Conduct Procedure, can be found on the BACP website.

Confidentiality

All complaints will be treated with sensitivity and handled confidentially. Information will only be shared where it is necessary to investigate the complaint, where required by law, or where there are safeguarding or professional ethical obligations.

Review of This Procedure

This Complaints Procedure will be reviewed regularly to ensure it remains current, effective and in line with professional, legal and ethical standards.