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Policies

COMPLAINTS​

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Complaints Policy

We are committed to providing a safe, respectful and professional counselling service. If you have any concerns about the support you have received, we encourage you to let us know so that we have the opportunity to understand your concerns and respond to them fairly, openly and promptly.

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How to make a complaint

Please submit your complaint by email, providing as much information as you feel able to about your concerns.

What happens next

  • We will acknowledge receipt of your complaint within 5 working days.

  • We will carefully consider the issues you have raised and aim to provide a full written response within 30 days of acknowledging your complaint.

 

If you remain dissatisfied

  • If you are not satisfied with our response, we will seek to resolve the matter with the support of an independent third party, agreed by both parties, before any further action is taken.

  • If, following this process, your complaint relates to the professional conduct of one of our counsellors and remains unresolved, you may refer your concerns to the British Association for Counselling and Psychotherapy (BACP) under its Professional Conduct Procedure.

  • We will treat all complaints seriously, respectfully and confidentially, and will make every reasonable effort to resolve concerns in a fair and timely manner.​​

 

PERSONAL DATA.

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Protection of your personal information is important to our counsellors, and they will only use your personal information to provide the service you have requested. Such information will be retained in accordance with Data Protection regulations.

Our counsellors collect and retain contact information including name, address ,telephone and e mail in order to contact you regarding appointments and availability. They will not share data with third parties unless expressly authorised to do so the information is of such gravity in the case of fraud, crime, or serious or imminent harm to the client or others or required by law.​

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You can read the full privacy policy which details how we look after your personal data here.

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