Complaints Policy
York Counselling Practice is committed to providing high quality, professional counselling and training. We continuously strive to adjust and improve our practice. Measurement, reflection and development methods are used to inform and facilitate our ongoing growth.
The purpose of the complaints policy is to ensure that if we do fall short of expected standards, the matter is investigated and resolved (where possible) as quickly as possible. The policy is for clients, their carers, families and other connected persons and the general public. Information about the complaints policy will be made available to all clients and is also displayed on our York Counselling Practice website.
Aims of the Complaints Procedure
To enable a complaint to be investigated in a fair manner
To enable complaints to be resolved as speedily as possible
To allow consequences of mistakes to be put right without unnecessary conflict
To improve the quality of the service
Procedure
If a complaint about any aspect of York Counselling Practice is made, all stages of the procedure aim to be fair, non-discriminatory and investigatory rather than adversarial.
Complaints are responded to with the highest management priority. We aim to resolve complaints in a timely fashion.
An anonymous complaint will not be investigated under this procedure unless there are exceptional circumstances. These would include serious concerns such as Safeguarding or Child Protection issues or bullying allegations. If this is the case, York Counselling Practice may involve appropriate external agencies to help with the investigation.
We acknowledge that complaining is not always an easy thing to do, however, where possible, it is helpful to make a complaint as soon after the event as possible and in person to the person with whom the concern has arisen.
Every opportunity will be taken at the time of the initial complaint to settle the concern informally. This may include telephone conversations and/or face to face meetings or written explanation of the reasons for a decision taken. The complaints procedure is designed to ensure that, wherever possible, an informal resolution is available and attempted. This resolution may be in the form of an explanation and/or a heartfelt apology.
If the complainant remains dissatisfied with the outcome of discussions at this stage, then a formal written complaint can be made. A formal complaint may be made by email to hello@yorkcp.org. We will endeavour to issue an acknowledgement of a complaint within 3 working days of its receipt and will advise the complainant of a likely timescale as soon as possible.
You might be invited to a meeting to clarify your concerns and to explore the possibility of a resolution. If you accept the invitation, you may be accompanied by someone to assist you in explaining the nature of your concerns.
Notes from any meetings which take place may be taken by both parties. All notes will be kept securely and confidentially in accordance with the York Counselling Practice privacy policy. Recordings will not be used by either party.
Complainants will receive written notice of the outcomes of an investigation, in line with employee and data protection rights.
In most cases, we will keep a record of what took place on file for 7 years in accordance with insurance requirements after which time the notes and other records will be destroyed in a confidential and secure manner.
If the complainant believes this procedure has not been followed correctly or adequately, or they feel dissatisfied with the proposed resolution, the complainant may wish to involve the counselling professional body - the British Association of Counselling and Psychotherapy (BACP) at: https://www.babcp.com/
Third Parties
York Counselling Practice does not accept complaints brought by third parties. At our discretion, we might meet with a third party to discuss an issue.
Any questions?
If you have questions about our payment and cancellation policy, please call us on 07764 528138 or email at hello@yorkcp.org.
Changes to this policy
We may edit this policy from time to time. If we make any substantial changes we will notify you by posting a prominent announcement on our website.
This policy was last updated on the 8th August 2020.
