1. Purpose

This policy outlines the procedures for addressing complaints at The Edinburgh Counselling Service. Our aim is to ensure that complaints are handled promptly, fairly, and confidentially, in a manner that improves service delivery.

 

2. Scope

This policy applies to all clients of The Edinburgh Counselling Service who are currently receiving, have received, or are seeking services from a member of our team. Complaints can be made against any member of the team. Complaints may relate to any aspect of the service including, but not limited to, counselling sessions, administrative procedures, and interactions with members of the teams. 

 

3. Principles

- Confidentiality: All complaints will be treated with confidentiality. Information will only be shared with those directly involved in the resolution process. Records of complaints will be securely maintained in accordance with GDPR regulations and will be destroyed thereafter unless related to child protection issues, in which case records will be kept permanently.

- Impartiality: Complaints will be handled in an unbiased manner, ensuring that all parties have a fair opportunity to present their perspective.

- Timeliness: We aim to resolve complaints as quickly as possible, ideally within 20 working days of acknowledgement.

- Transparency: The process for handling complaints will be clear and transparent to all parties involved.

- Accessibility: This policy is available to all clients via our website. It can also be requested via email. Complaints can be made verbally, or via email.

 

4. Who Can Complain?

Members of the public who are currently seeking, receiving, or have received services provided by The Edinburgh Counselling Service may lodge a complaint against a member of our team.

 

5. Complaints Procedure

5.1 Initial Resolution

Clients are encouraged to first address any concerns directly with the team member involved. Often, issues can be resolved quickly and informally through direct communication. If the issue is resolved in this manner, no further action is required.

 

5.2 Informal Complaint

If the issue remains unresolved or if the client prefers, they may make an informal complaint. This should be directed to the Founder, Hannah Walker, who will work with the client to address the complaint, which may involve discussing the issue with the team member the complaint relates to, offering alternative counselling services or signposting to more appropriate services outwith The Edinburgh Counselling Service.

​

Contact Details for Informal Complaints: hannah@edinburghcounsellingservice.com

 

5.3 Formal Complaint

If the issue is not resolved informally, or if the client wishes to escalate the complaint, a formal complaint can be made in writing to the Founder, Hannah Walker. The formal complaint must be lodged within three years of the incident and should include:

- Identification of the team member(s) involved.

- Reference to the specific parts of the counsellor, psychotherapist or trainee counselling psychologist’s Statement of Ethics and Code of Practice that were allegedly breached.

- An explanation of how these standards were breached.

​

All of our practicing counsellors, psychotherapists and trainee counselling psychologists are registered with one of the following membership bodies:

- BACP (British Association for Counselling and Psychotherapy): https://www.bacp.co.uk/ 

- The British Psychological Society (BPS): https://www.bps.org.uk/ 

- COSCA (Counselling & Psychotherapy in Scotland): https://www.cosca.org.uk/

- NCPS (National Counselling and Psychotherapy Society): https://ncps.com/

 

The Statement of Ethics and Code of Practice can be found on the relevant membership body’s website. 

 

5.4 Investigation Process 

Upon receiving a formal complaint, the Founder will acknowledge it within 14 working days. The Founder (referred to as the 'Hearer' of the complaint) will proceed to investigate the complaint. The Hearer will conduct separate meetings with the client and the counsellor, psychotherapist or trainee counselling psychologist involved to gather their perspectives.

 

The investigation can be paused if it is found that a child or vulnerable person is at risk, or if legal proceedings are underway. The complaint process will resume only after such issues are resolved.

 

The Hearer will communicate the outcome of the complaint to both parties within 20 working days of their respective meetings. This response will include:

- A summary of the investigation.

- The outcome of the complaint, including any actions taken.

- Any recommendations or changes to be implemented as a result of the complaint.

If the complaint is upheld, the team member the complaint pertains to may face disciplinary actions or sanctions, ranging from additional supervision or training to temporary or permanent suspension from practice within The Edinburgh Counselling Service.

 

5.5 Record Keeping

A summary of the complaint and its resolution will be kept on record in accordance with GDPR regulations. 

​

6. Appeals

6.1 Grounds for Appeal

An appeal can be lodged if:

- New evidence has come to light that was not available during the original investigation.

- There is evidence that the correct procedure was not followed.

 

6.2 Appeal Procedure

The appeal must be made in writing to the Founder within 20 working days of receiving the outcome of the original complaint. The Founder will acknowledge the appeal within 10 working days and will inform all parties involved.

 

The Founder will review the appeal to determine whether the appeal meets the criteria to proceed and will notify the parties within 20 working days.

 

If the appeal is to proceed, the Founder will meet with both the client and the counsellor involved. These meetings will occur as soon as is reasonably possible. The Founder will deliver a final decision within 20 working days of these meetings, and the entire appeal process will be completed within three months.

 

If the client is dissatisfied with the outcome, they may escalate the matter to the team member’s membership body directly.

​

Further details on how to lodge an appeal can be found on the following relevant websites:

- BACP (British Association for Counselling and Psychotherapy): Professional Conduct Complaints Portal

- The British Psychological Society (BPS): https://www.bps.org.uk/submitting-complaint

- COSCA (Counselling & Psychotherapy in Scotland): https://www.cosca.org.uk/guidance-policies/complaints

- NCPS (National Counselling and Psychotherapy Society):  https://ncps.com/complaints

​

7. Continuous Improvement

The Edinburgh Counselling Service is committed to continuous improvement. Complaints are a valuable source of feedback and will be reviewed regularly to identify trends or areas for improvement. Lessons learned from complaints will be used to enhance our services and any training we provide. 

 

8. Policy Review

This policy will be reviewed annually to ensure compliance with current regulations and to reflect any changes in the service’s operations or structure.

Last Reviewed: January 2024 

Next Review Date: January 2025