COMPLAINTS POLICY

We take all complaints seriously and are committed to resolving them fairly.

1. Purpose of the Policy 

This Complaints Policy sets out how clients can raise concerns or complaints about the  

counselling services provided by Reach Out for Mental Health (ROFMH), and how such complaints will be handled. A complaint is a spoken or written dissatisfaction about the standard of our service received during engagement. We aim for our Service User to have a positive experience while they use our service. If a client expresses with our conduct or standard of our service, we would like to know about it, to give us an opportunity to resolve the issue informally.  

2. Scope 

This policy applies to:  

● Current and former clients  

● Anyone affected by the professional conduct of [Service Name]  

● Complaints relating to counselling services, professional behaviour, or ethical practice  

Please note: This policy does not replace the BACP’s own complaints procedure but explains how concerns should first be addressed at service level. 

3. Principles 

All complaints will be handled:  

● Respectfully and sensitively  

● Impartially and fairly  

● Promptly and transparently  

● Without discrimination or retaliation  

Making a complaint will not negatively affect a client’s right to receive ethical and professional treatment.  

4. Informal Resolution 

Where possible, clients are encouraged to raise concerns informally in the first instance, either:  

● Directly with their counsellor, or  

● By contacting [Service Contact / Practice Manager / Clinical Lead]  

Many concerns can be resolved quickly through open discussion. Clients are not required to pursue informal resolution if they do not feel comfortable doing so.   

5. Formal Complaints Procedure 

 5.1 Making a Formal Complaint  

A formal complaint should be made in writing (email or letter) and include:  

● The client’s name and contact details  

● A clear description of the complaint  

● Relevant dates and details  

● The outcome the client is seeking (if known)  

Complaints should be sent to: 

Juliana Kawenga

jkawenga@reachoutfmh.co.uk

Support may be provided to clients who need help putting their complaint in writing. 

5.2 Acknowledgement 

● All formal complaints will be acknowledged within 5 working days  

● The complainant will be informed of the process and expected timescales  

5.3 Investigation 

● The complaint will be reviewed by [a senior practitioner / practice manager / external  

supervisor] who was not directly involved, where possible  

● Relevant information will be gathered, including responses from the counsellor involved  

● Confidentiality will be maintained, subject to safeguarding or legal obligations  

5.4 Outcome 

● A written response will normally be provided within 20 working days  

● The response will explain findings, conclusions, and any actions taken  

● If more time is required, the complainant will be kept informed  

Possible outcomes include:  

● An explanation or apology  

● Changes to practice or procedures  

● Additional training or supervision  

● Referral to an external body where appropriate  

6. Escalation  

Charity’s Commission 

BACP 

If a client remains dissatisfied after completing this complaints process, or if the complaint  

concerns a serious breach of professional ethics, they may refer the matter directly to the  

British Association for Counselling and Psychotherapy (BACP). The policy reflects the principles of the BACP Ethical Framework, particularly commitments to professionalism, accountability, fairness, and client protection.  

BACP complaints information can be found on the BACP website. 

7. Confidentiality and Records 

● All complaints will be handled in line with GDPR and data protection legislation  

● Records of complaints will be stored securely and retained in accordance with legal    and ethical requirements  

● Information will only be shared on a need-to-know basis  

8. Safeguarding and Serious Concerns 

  Where a complaint raises concerns about:  

● Risk of harm  

● Abuse or exploitation  

● Serious ethical breaches  

  • Immediate action may be taken, including safeguarding procedures or referral to appropriate authorities or professional bodies.  

9. Support for Clients 

Clients may:  

● Be accompanied or supported when making a complaint  

● Seek independent advice or advocacy  

● Request reasonable adjustments to the process  

10. Review of Policy 

This policy will be reviewed regularly to ensure continued compliance with:  

● The BACP Ethical Framework  

● Legal and regulatory requirements  

● Best practice in counselling and psychotherapy services 

  • Charities Com