Complaints Procedure — Client Information

All complaints and concerns will be dealt with confidentially, and following a complaint we consider making changes to the counselling service to improve the services on offer to all clients.

Headstrong Counselling is committed to providing high quality mental health counselling services to clients. We welcome any comments or suggestions about the counselling services we offer.

Headstrong Counselling recognises that there may be occasions when clients may wish to complain about some aspect of the counselling service which has been offered or received. If you wish to make a complaint or discuss any issues with the service or individual counselling you have received, we would ask you to bring this to the attention of your counsellor or alternatively to Anne-Sophie Bammens, the Founder-Director of Headstrong Counselling. We will deal with your complaint as soon as possible and ensure you receive the best service possible.

 Verbal Complaints

If you wish to speak to someone about an aspect of the Headstrong Counselling service, please try to do so as soon as possible, preferable before you leave the premises. We will aim to deal with your concern or complaint as soon as possible and ensure you receive the best service possible.

Written Complaints

All written complaints should be addressed to Anne-Sophie Bammens, Founder-Director (enquiries@headstrongcounselling.co.uk). Please describe as fully as possible the nature of your concern or complaint stating the following information:

·      What you are unhappy about.

·      When the incident took place.

·      Which counsellors or staff were around at the time.

 All written complaints will be dealt with by the Founder-Director of Headstrong Counselling. Your complaints will be acknowledged with two working days. Headstrong Counselling will conduct a full investigation of the nature of your complaint or concern. A full reply will be sent to you within 15 working days. If a full reply cannot be given within 15 working days, we will write to you to explain to reason for the delay.

BACP

If you are still unhappy about the outcome of your complaint, you may wish to contact the British Association for Counselling and Psychotherapy (BACP), the organisation that accredits Headstrong Counselling.

Send your complaint by post to BACP House, Unit 15, St. John’s Business Park, Lutterworth, LE17 4HB, or email it to Professional_Conduct@bacp.co.uk.