Complaints Policy

Helen Ward Therapy
Trading name of ResolvedRM Ltd

Version: 1.1
Effective Date: 04/10/26
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.

5A. Data Protection Complaints

This section applies to anyone who believes that ResolvedRM Ltd, trading as Helen Ward Therapy, has handled their personal information in a way that breaches data protection law. This includes concerns about collecting, using, sharing, securing, retaining or deleting information, and responding to requests to exercise data protection rights.

Making a complaint

Complaints may be directed to Helen Ward at connect@helenwardtherapy.com. Complaints received through other communication channels, including verbally, will also be accepted. There is no requirement to put a complaint in writing, use a particular form, refer to legislation or attempt informal resolution first. Reasonable adjustments will be made where needed.

The three-month submission period in section 5 does not apply to data protection complaints.

Where necessary, proportionate checks will be made to confirm identity before disclosing personal information. Anyone acting on another person’s behalf must provide appropriate authority unless this has already been established.

Acknowledgement and investigation

Receipt will normally be acknowledged within five working days and always within 30 calendar days of receipt. Arrangements will be maintained to meet this deadline during holidays or other absences. Appropriate enquiries will begin without undue delay following receipt; investigation will not wait until the acknowledgement deadline. Relevant information will be considered fairly, and clarification will be requested promptly where needed.

The complainant will be kept informed of progress without undue delay, including the reasons for any delay and the expected response date.

Outcome

The outcome will be communicated without undue delay, normally within one calendar month. This target will not be used to delay a response that can reasonably be provided sooner. Where more time is necessary, the reasons and revised timeframe will be explained, with further updates as appropriate.

The response will explain the findings, reasons for the decision, and any action taken or proposed. Where a complaint includes other matters, the data protection outcome will be provided separately if waiting for the remaining matters would cause undue delay.

Right to contact the ICO

Complainants may contact the Information Commissioner’s Office (ICO), the UK data protection regulator, at any stage. They do not have to complete this complaints process or any internal review first.

ICO complaints information: https://ico.org.uk/make-a-complaint/

The outcome response will also explain this right and provide the ICO’s contact information.

Relationship with other provisions

For data protection complaints, this section takes precedence over any conflicting provision elsewhere in this policy, including sections 5, 6, 8, 13 and 14. Legal proceedings or concerns about a complainant’s behaviour will not automatically suspend or end the handling of their data protection complaint. Any restriction must remain consistent with applicable legal obligations and will be explained.

A confidential record will be kept of receipt, acknowledgement, enquiries, updates, the outcome and resulting action, in accordance with section 11. Any separate obligations concerning personal data breaches or information-rights requests will also be addressed within their applicable statutory timescales.

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.