Complaints Procedure
 

I am committed to providing a professional, ethical and respectful counselling service.

If you are unhappy with any aspect of your counselling or the service you have received, I encourage you to raise this with me.
 

Step 1 — Talk to me

Where possible, I encourage you to discuss your concern with me directly.

Many concerns can be resolved through an open conversation and clarification.

I will listen to your concerns and take them seriously.
 

Step 2 — Make a formal complaint

If your concern cannot be resolved informally, you can make a formal complaint in writing.

Please include:

• your name

• your contact details

• a description of your concern

• any relevant dates

• the outcome you would like to see.
   

Complaints can be submitted by email to:

jessicarosengartencounselling@gmail.com
 

What happens next?

I will normally acknowledge a formal complaint within 5 working days.
 

The complaint will be considered fairly and objectively. Relevant records may be reviewed and further information may be requested where appropriate.
 

I will normally provide a written response within 20 working days, where possible.
 

The response may include:

• the findings

• any action taken

• any proposed resolution.

BACP

I am a member of the British Association for Counselling and Psychotherapy (BACP).

If your concern relates to professional conduct, you may also contact BACP regarding its complaints process.

A record of complaints and their outcomes will be maintained securely in accordance with professional and legal requirements.