COMPLAINTS PROCESS

Complaints process
Last updated: December 2025

I aim to offer a professional, respectful service. If something has not felt right, you are welcome to raise it. Feedback and concerns matter, and I will respond carefully and fairly.

Step 1: Raise it with me
If you feel able, the best first step is to tell me directly. This can be in a session or by email. Many difficulties can be resolved through a conversation and clear agreement about what needs to change.

Step 2: Formal complaint in writing
If you would like to make a formal complaint, please email me with:

  • A brief description of your concern

  • Any relevant dates

  • What outcome you are seeking (if you know)

I will acknowledge your complaint within 5 working days and aim to respond in full within 20 working days. If I need more time (for example, if I am unwell or need advice), I will tell you and give a revised timeframe.

Step 3: Review and outcome
I will review the concern carefully and respond with:

  • What I have understood from your complaint

  • Any relevant findings

  • What actions I will take, if appropriate (for example, changes to practice, an apology, or a repair conversation)

  • Any next steps available to you if you remain dissatisfied

Escalation to my professional body
If we cannot resolve the matter, you may be able to raise the issue with my professional registration body (NCPS). I am NCPS registered and work in line with professional and ethical standards.

Data protection concerns
If your complaint relates to personal data or privacy, you can contact me first. You also have the right to raise concerns with the Information Commissioner’s Office (ICO), the UK regulator for data protection.

Emergency or safeguarding
If your concern relates to immediate risk of harm, contact emergency services on 999, or Samaritans on 116 123.

I understand that making a complaint can feel difficult. You are welcome to do so in whatever way feels manageable for you.