The Counselling Foundation Complaints Policy

1. Purpose

The Counselling Foundation (the Foundation) is committed to provide high-quality counselling and training services. We welcome feedback and take concerns and complaints seriously. We encourage early, local resolution by speaking with the individual(s) concerned. This policy sets out a fair, accessible, timely process to:

• put things right where we can
• reflect, learn and improve our services
• meet professional, legal and charity governance requirements.

Both our counselling and training services are delivered in line with our BACP service and course accreditations. We also comply with UK data protection and privacy law, including the Data (Use and Access) Act 2025 (“DUAA”).

2. Scope

This Policy applies to all clients/former clients, carers/parents/guardians of clients aged under 18 years, trainees, students, self-employed counsellors, volunteers, contractors, third parties who come into contact with the Foundation, funders, grant-making bodies and members of the public.

This policy covers complaints about:

• counselling/psychotherapy services
• training services
• staff/volunteer behaviour
• operational issues
• data protection/privacy concerns (how we use, store or share personal data)

It does not apply to the following:

• Safeguarding concerns, please see our Safeguarding Policy on how to raise concerns
• HR/grievance or disciplinary processes (for staff/volunteers)
• Fitness to Study matters (see Fitness to Study Policy)

3. Principles

We will handle complaints in a way that is:

• Accessible: there are several ways to complain and appropriate support to make a complaint is available.
• Fair and impartial: All complaints will be taken seriously and considered fairly, objectively and in accordance with this procedure. Complaints involving Equality, Diversity and Inclusion (EDI) issues, for example discrimination, harassment, victimisation, bullying, accessibility or reasonable adjustments, will be taken seriously and handled fairly, impartially and with particular sensitivity. No individual will be disadvantaged for raising a genuine EDI concern.
• Timely: there are clear timeframes and updates.
• Confidential: information will be shared strictly on a need-to-know basis. Where the nature of the complaint means that complete confidentiality cannot be maintained, e.g. legal requirements, this will be explained to you clearly and at the earliest appropriate opportunity.
• Compliant: managed in line with charity governance, data protection law and BACP-related requirements.

4. How to raise a complaint

We ask that a complaint is normally raised within 3 months of an incident or the matter coming to your attention. The Foundation may, at its discretion, consider complaints submitted outside this time limit. Delays may affect the availability and reliability of evidence, making it more difficult to carry out a full and fair investigation.

You can raise the issue:

• in person
• by phone
• by email
• in writing
• through our online or paper complaint form (or we can complete one with you)

What to include (if possible):

• your name and contact details (you may complain anonymously, but this can limit what we
  can do)
• what happened, when and who was involved
• any relevant documents/messages
• if you have asked someone else to pursue this on your behalf, consent for them to do so

Where there is evidence that a complaint is frivolous, vexatious, malicious or constitutes an abuse of the complaints process, an appropriate member of the Executive Team may decide not to investigate the complaint further. The reasons for this decision will be recorded and communicated to the complainant.

5. Informal resolution (Stage 1)

We encourage early, local resolution by speaking with the individual(s) concerned. This aligns with BACP’s encouragement to attempt local resolution where possible. If that feels unsafe/inappropriate, please contact the Clinical Manager or Programme Lead, whichever is the most appropriate. These details can be found on our website https://counsellingfoundation.org/about-us/

If the complaint concerns the Clinical Manager/Programme Lead, please contact the Clinical Director or Training Director. If the complaint concerns the Clinical Director or Training Director, please contact the CEO.

We will:

• Acknowledge within 5 working days
• Aim to resolve within 20 working days

If you are not satisfied with our response, you may escalate the matter and make a formal complaint.

6. Formal complaints (Stage 2)

We will:

• Ask that you put the complaint in writing if you have not already done so and email to complaint@counsellingfoundation.org
• acknowledge within 5 working days
• confirm the issues to be investigated
• explain next steps and likely timescales

6.1 Investigation

The CEO (or nominee) will investigate. If the complaint concerns our clinical service, a Clinical Lead (independent of the matter) will advise or co-investigate. If it concerns our training provision, the Director of Training, or appropriate person independent of the matter, will co-investigate or advise. If the complaint concerns a CEO, the Chair of Trustees will nominate a trustee or other appropriate person to investigate.

We may:

• interview relevant people
• review notes/records (see confidentiality and data protection below)
• request written statements
• obtain clinical advice
• hold a mediation meeting where you may bring a colleague (or family member/friend for clients) to support but not represent you.

6.2 Outcome and response

We aim to provide a written outcome within 30 working days of acknowledgement. If more time is needed (e.g. due to complexity, availability), we will:

• explain why
• provide an updated timeframe

7. Appeal / review (Stage 3)

You may request a review within 10 working days of the Stage 2 outcome if you believe:

• the process was not followed fairly, and/or
• significant information was missed, and/or
• the outcome was unreasonable, based on the evidence considered

The Chair of Trustees will appoint an appropriate panel to review the handling/decision. A written response will be provided within 30 working days.

The Stage 3 decision is our final internal response.

8. Retention of Complaints Records

A record of your complaint will be kept securely for our records in accordance with our retention schedule.

9. You may also complain to the relevant regulatory body:

• If your complaint is about how we have used or stored your personal data, you may also contact the ICO
• If your concern relates to the professional behaviour of a counsellor or trainer, you may also contact: British Association for Counselling & Psychotherapy
• You may also raise certain concerns with the Charity Commission
• If your counselling is funded by the NHS, you may also complain to the local NHS commissioner Herts & West Essex Integrated Care Board