Complaints Policy

I aim to provide a professional, respectful and supportive counselling service. If you are unhappy with any aspect of the service, I welcome feedback and will take concerns seriously.

1) Raising a concern informally

If something doesn’t feel right, please tell me as soon as you can. Many issues can be resolved quickly by discussing them together.

You can contact me by email: cathie@sky.com or phone: 07890 199524.

2) Making a formal complaint

If you would like to make a formal complaint, please email or write to me with:

your name and preferred contact details
a brief description of what happened (including dates if possible)
what outcome you are seeking

I will acknowledge your complaint within 5 working days and aim to provide a written response within 20 working days. If I need longer (for example, if I am away or need to gather information), I will let you know and explain the expected timescale.

3) What I will do

I will:

listen carefully and treat your complaint respectfully
consider the issues raised and, where appropriate, discuss them with you
explain my findings and any steps I will take
use feedback to improve my service where possible.

4) Confidentiality and records

Complaints are handled sensitively. I will keep a record of the complaint and the outcome. Your counselling confidentiality will be respected, except where I am required to share information by law or where there is a serious risk of harm.

5) If you remain dissatisfied

If we cannot resolve the matter, you may be able to raise your concerns with the British Association for Counselling and Psychotherapy (BACP) in relation to professional conduct and ethical practice.

For transparency, I am BACP Accredited (membership number 567496).

BACP details:
Website: https://www.bacp.co.uk
(You can also search “BACP complaints” on their site for the most up-to-date process.)

Last updated: 16/06/2026