Commitment
This practice is committed to providing a professional, ethical and respectful counselling service. If you are dissatisfied with any aspect of the service, you are encouraged to raise your concerns so they can be addressed fairly and promptly. "I am committed to providing a safe, respectful and professional counselling service. Feedback is welcomed and, where concerns arise, every effort will be made to resolve them fairly, transparently and promptly."
Informal Resolution
Where possible, concerns should first be discussed directly with the counsellor.
Many concerns can be resolved through open discussion and clarification.
You may raise concerns:
- During a counselling session • By email • In writing
The counsellor will seek to respond within 10 working days.
Formal Complaint
If you remain dissatisfied or do not feel comfortable raising the matter informally, you may submit a formal complaint.
A formal complaint should include:
- Your name and contact details • A clear description of the complaint • Relevant dates and circumstances • Details of any steps already taken to resolve the matter
Formal complaints should be sent to: htsawyercs@yahoo.com
Complaint Investigation
Upon receipt of a formal complaint:
- Acknowledgement will normally be provided within 5 working days. • The complaint will be reviewed objectively and confidentially. • Relevant records may be examined where appropriate. • Additional information may be requested if necessary.
Outcome
A written response will normally be provided within 20 working days.
The response may include:
- An explanation • Clarification of events • An apology where appropriate • Details of any action taken • Information regarding further options available
Where additional time is required, you will be informed of the reasons and expected timescale.
Professional Body Complaints
If you remain dissatisfied after the internal complaints process has been completed, you may contact the counsellor’s professional membership organisation where applicable.
National Counselling and Psychotherapy Society (NCPS)
This counsellor is a member of the National Counselling and Psychotherapy Society (NCPS) and is required to work in accordance with the NCPS Code of Ethical Practice. If you remain dissatisfied after completing this practice's complaints procedure, you may refer your complaint to the NCPS for consideration. Before contacting the NCPS, you should normally have attempted to resolve the matter directly through this practice's complaints process unless there are exceptional circumstances. The NCPS will determine whether the complaint falls within its remit and whether further investigation is appropriate.
For information regarding professional conduct concerns and complaints, please refer to the Complaints and Professional Conduct sections of the NCPS website https://www.ncps.com
The NCPS cannot award compensation or act as a legal authority but may investigate concerns relating to professional conduct, ethical practice and compliance with the NCPS Code of Ethical Practice.
Confidentiality
Complaints will be handled confidentially as far as reasonably possible.
Information will only be shared where necessary to investigate and resolve the complaint or where required by law.
Records
A record of all complaints and outcomes will be maintained securely in accordance with the practice’s Data Protection Policy and Retention Schedule.
Equality and Fairness
All complaints will be treated seriously, respectfully and without discrimination.
Individuals raising complaints will not be disadvantaged for doing so.
