Complaints Policy &      Procedures 

1. Introduction & Purpose

I am committed to providing a high-standard, safe, ethical, and supportive therapeutic environment. However, if you feel dissatisfied with any aspect of the service received, I take your concerns seriously. This policy outlines how complaints are handled and your options for seeking resolution.

As a member of the National Counselling and Psychotherapy Society (NCPS), I adhere to the NCPS Code of Ethics.

2. Scope

This policy applies to all current and former clients receiving individual counselling services. It covers concerns regarding:

• Professional conduct and ethics

• Administrative or communication issues

• Confidentiality and data handling

• Session delivery or environment

3. Stage 1: Informal Resolution

Where possible, clients are encouraged to raise any issues or misunderstandings directly during a session or via email.

Please contact Linda Gwatkin on lindagwatkin@btinternet.com or telephone 0709935424

• Direct Discussion: Many concerns arise from misunderstandings that can be addressed collaboratively in therapy.

• Outcome: We will discuss your concerns openly to explore whether adjustments can be made to support your therapeutic journey or if an alternative path is preferable.

4. Stage 2: Formal Complaint (Internal Review)

If informal discussion does not resolve the issue, or if you feel uncomfortable addressing it directly in a session, you may submit a formal complaint.

How to Submit:

• Written Submission: Please put your complaint in writing via email or letter, lindagwatkin@btinternet.com

• Information to Include:

  • Your name and contact details

  • A clear description of your concern or complaint

  • Dates or relevant sessions, if applicable

  • What outcome you hope to achieve

Process & Timelines:

1. Acknowledgement: I will acknowledge receipt of your written complaint within 5 working days.

2. Review: I will review the points raised, consulting my clinical supervisor while maintaining appropriate client confidentiality.

3. Response: A full written response will be provided within 14 working days of acknowledgement, outlining proposed steps or resolutions.

5. Stage 3: External Escalation (NCPS)

If you feel your complaint has not been resolved satisfactorily through Stage 1 or Stage 2, or if the matter involves a serious breach of professional ethics, you have the right to raise a formal complaint directly with my professional body, the National Counselling and Psychotherapy Society (NCPS).

Contacting the NCPS:

• Website: You can view their complaints procedure and access their complaint form at National Counselling and Psychotherapy Society (NCPS).

• Role of the NCPS: The NCPS will review complaints against the NCPS Code of Ethics to determine whether standard professional practices were upheld.

6. Confidentiality & Record Keeping

• All complaints are handled with strict confidentiality.

• Details of complaints are kept separate from standard clinical notes where appropriate, in compliance with UK GDPR and data protection regulations.

• Anonymised details of the complaint may be discussed with a qualified Clinical Supervisor to ensure ongoing professional integrity.