Complaints Procedure

Complaints Policy

I am committed to providing a professional, ethical and high-quality service. If at any time you are unhappy with any aspect of the service you have received, I encourage you to let me know as soon as possible so that we can discuss your concerns and, where appropriate, work towards a satisfactory resolution.

Raising concerns or making a complaint will not affect your right to receive a respectful and professional service.

Informal Resolution

If you feel comfortable doing so, I encourage you to raise any concerns directly with me in the first instance. Many concerns can be resolved quickly through open and honest discussion.

You can raise your concerns during a session or by contacting me via email.

I will acknowledge your concern within 5 working days and aim to resolve it informally wherever possible.

Formal Complaint

If you feel that your concern has not been resolved, or you would prefer to make a formal complaint, please submit your complaint in writing by email to:

brainmatterscounselling@outlook.com

Please include:

  • Your name and contact details.

  • A description of your complaint.

  • Relevant dates or information.

  • What outcome you are seeking.

I will acknowledge receipt of your complaint within 5 working days.

A full written response will normally be provided within 20 working days. If more time is required due to the complexity of the complaint, I will keep you informed of the progress and expected timescale.

Independent Professional Body

I am a member of the National Counselling and Psychotherapy Society (NCPS) and work in accordance with their Code of Ethics.

If you remain dissatisfied after completing my complaints procedure, or if your complaint concerns a serious breach of professional conduct, you may contact the NCPS directly for advice regarding their complaints process.

Further information can be found on the NCPS complaints pages:

Confidentiality

Any complaint will be handled sensitively and confidentially. Information will only be shared where necessary to investigate the complaint or where required by law or my professional obligations.

Learning and Improvement

I view complaints as an opportunity to improve the service I provide. All complaints are taken seriously and are reviewed to help maintain safe, ethical and effective practice.

Last reviewed: July 2026