Complaints Procedure

You can raise a concern informally by speaking with me during a session or by contacting me using the details below. You may also make a formal complaint in writing if you would prefer.

Email: jorobertscounselling@outlook.com
Telephone: 07879 598849

I will acknowledge your concern as soon as reasonably possible and, where appropriate, discuss it with you so that I can understand what has happened and what you would like to see done.

I will consider your concerns carefully and aim to provide a response within a reasonable timeframe. If I need additional time to consider the matter, I will let you know.

If you wish to make a formal complaint, please provide the details in writing, including what you are concerned about and, where possible, the outcome you are seeking. I will confirm receipt and explain the next steps.

Complaints will be treated seriously, respectfully and as confidentially as possible. Information will only be shared where necessary to investigate or respond to the complaint, to meet professional or legal obligations, or where otherwise permitted or required by law.

Making a complaint will not affect the counselling you receive from me.

If you do not feel able to raise your concern directly with me, or if you remain dissatisfied after I have responded, you may contact the British Association for Counselling and Psychotherapy (BACP), in accordance with its current complaints procedure.

BACP complaints information can be found at www.bacp.co.uk

I may keep an appropriate record of a complaint and related correspondence. Such information will be stored securely and retained only for as long as necessary in accordance with my Privacy Notice and professional, legal and insurance requirements.

This procedure will be reviewed periodically and updated where necessary to reflect changes in professional guidance, legislation or my practice.