Complaints Policy

Helen Ward Therapy
Trading name of ResolvedRM Ltd

Version: 1.0
Effective Date: 30/05/26
Review Date: 30/05/27

1. Purpose

Helen Ward Therapy is committed to providing a professional, ethical and high-quality counselling and psychotherapy service.

Feedback, concerns and complaints are valued as opportunities to learn, improve practice and maintain high professional standards. Every complaint will be treated seriously, fairly, respectfully and without prejudice.

This policy explains how concerns and complaints will be managed and the options available should a complainant remain dissatisfied.

2. Scope

This policy applies to:

prospective clients;
current clients;
former clients;
parents or those with parental responsibility where applicable;
other individuals directly affected by the services provided.

3. Guiding Principles

Helen Ward Therapy aims to ensure that complaints are:

listened to respectfully;
handled fairly and impartially;
considered objectively;
managed confidentially where possible;
resolved as promptly as reasonably practicable;
recorded appropriately;
used to improve practice where appropriate.

Making a complaint will not, in itself, disadvantage a client or affect their right to be treated with dignity and respect.

4. Informal Resolution

Many concerns can be resolved through open and respectful discussion.

Clients are encouraged, where they feel able, to raise concerns directly with Helen Ward Therapy at the earliest opportunity so that they can be explored and, where possible, resolved promptly.

Where appropriate, concerns may be discussed within a therapy session or by another mutually agreed method.

5. Formal Complaints

If a concern cannot be resolved informally, or the complainant prefers to make a formal complaint, this should normally be submitted in writing.

The complaint should include, where possible:

the complainant's name;
contact details;
a description of the complaint;
relevant dates;
any supporting information;
the outcome sought.

Complaints should normally be submitted within 3 months of the event giving rise to the complaint. Complaints received after this period may still be considered where there is a reasonable explanation for the delay.

6. Acknowledgement

Formal complaints will normally be acknowledged within five working days

The acknowledgement will normally include:

confirmation that the complaint has been received;
an outline of the complaints process;
an indication of the expected timescale for responding.

7. Investigation

Helen Ward Therapy will consider:

the information provided;
relevant clinical records where appropriate;
practice policies;
ethical responsibilities;
applicable legislation;
any other relevant information.

Where necessary, advice may be sought from professional supervision, insurers, legal advisers or professional bodies, whilst maintaining confidentiality and sharing only the minimum information necessary.

8. Response

A written response will normally be provided within 1 calendar month of receiving the complaint.

Where additional time is required due to the complexity of the complaint or other exceptional circumstances, the complainant will be informed of the reason for the delay and provided with an updated timeframe.

The response may include:

a summary of the complaint;
the findings;
any actions taken;
any learning identified;
the reasons for the decision.

9. Possible Outcomes

Following consideration of a complaint, outcomes may include:

no further action;
clarification or explanation;
acknowledgement of concerns;
an apology where appropriate;
changes to practice or procedures;
additional professional reflection or training;
referral to another appropriate process where necessary.

The purpose of the complaints process is to resolve concerns fairly and improve practice. It is not intended to determine legal liability.

10. Confidentiality

Complaints will be handled confidentially as far as reasonably possible.

Information will only be shared where necessary for:

investigating the complaint;
obtaining professional advice;
complying with legal obligations;
responding to regulatory requirements.

Only the minimum information necessary will be disclosed.

11. Records

A confidential record will be maintained of:

the complaint;
correspondence;
actions taken;
decisions reached;
any learning or changes arising.

Complaint records will be retained in accordance with the Record Keeping Policy and the Data Retention and Secure Disposal Policy.

12. Complaints to Professional Bodies

If a complainant remains dissatisfied, or believes that the complaint raises concerns regarding professional conduct, they may also raise the matter with the British Association for Counselling and Psychotherapy (BACP), where appropriate.

The BACP considers complaints about the professional conduct of its registered members in accordance with its Professional Conduct Procedure.

Making a complaint to Helen Ward Therapy does not prevent a complainant from contacting the BACP separately.

13. Legal Proceedings

If legal proceedings are commenced, or legal advice indicates that it is inappropriate to continue investigating a complaint internally, Helen Ward Therapy reserves the right to suspend or conclude the complaints process pending the outcome of those proceedings.

14. Vexatious or Abusive Complaints

Helen Ward Therapy is committed to treating all complainants respectfully and expects the same courtesy in return.

Complaints that are abusive, threatening, discriminatory, repetitive without new information, or pursued in a manner that is unreasonable or oppressive may be managed proportionately. This may include limiting communication to written correspondence, setting reasonable boundaries, or bringing the internal complaints process to a close once all issues have been fully considered.

This will not prevent genuine complaints from being investigated fairly.

15. Learning and Continuous Improvement

Where appropriate, learning arising from complaints will be used to:

improve policies and procedures;
enhance service quality;
inform professional development;
strengthen governance arrangements.

16. Policy Review

This policy will be reviewed annually or sooner if there are changes to legislation, professional guidance or practice procedures.