Complaints Procedure

Complaints Procedure: Revised on: October 2021, October 2023

Complaints Procedure

If anyone is unhappy with any part of our service, or if they have a complaint to make, we would like to know about it as soon as possible in order to resolve the situation quickly.  All complaints will be treated seriously and confidentially.

Aims of the Complaints Procedure

·         To enable a complaint to be investigated in a fair manner

·         To enable complaints to be resolved as speedily as possible

·         To allow consequences of mistakes to be put right without unnecessary conflict

·         To improve the quality of the service

Access to this Complaints Procedure document

This Complaints Procedure can be accessed as follows:

·         It can be viewed and downloaded as a PDF from the ‘Helping You’ section of the Counselling Hub Wales website

·         A copy is available on the notice board in the public waiting area of the Counselling Hub Wales premises

·         A hard copy can be requested by phone, email, letter or in person from the Counselling Hub Wales office.

·         Although we do not have the resources to produce this procedure in multiple languages and formats, it can be translated, viewed in larger text and read out loud here using standard online tools.

Information in our Client Information sheet and employee handbook, ensures that everyone we work with knows about this Complaints Procedure.

Who can complain

·         Anyone who is using the counselling service

·         Clients who has used the counselling service within the past three years

Anonymous complaints, and any that are deemed to be vexatious or malicious, will be investigated by an appointed Director, who will use discretion in assessing what action should be taken.

Time limits for complaints

Complaints can be accepted up to three years from the time of the problem arising.  If the complaint refers to specific client work the maximum is three years from the date the client ended counselling with the Counselling Hub Wales.  However, it is much easier to sort out difficulties if the complaint is brought to our attention as quickly as possible.

How to Make a Complaint

If you are receiving our counselling service, please try to talk your concerns over with your counsellor if you can.

A formal complaint should be made in the first instance to the Directors, who will be responsible for managing the complaint. This can be in person by appointment, by telephone, or in writing by email or letter.  Please contact:

Donna Day or Hayley Gait

83a Talbot Road

Talbot Green

CF72 8AE

01443 227990

hello@counsellinghubwales.co.uk

 If you have any difficulty making a complaint in person or in writing, please let us know and we will try to help you and we will try and find help for you.

Scope of Complaints

Complaints made under this Procedure may cover paid staff, self-employed contractors, volunteers or contractors acting for or on behalf of the Counselling Hub Wales Counselling Service.

Complaints must be supported by sufficient evidence to enable an investigation, and the Directors will make an initial assessment of whether there is a case to answer.

Confidentiality and Communications

Every complaint will be treated with care and confidentiality.  We will attempt to communicate clearly and directly with all complainants or their representatives in a timely manner, as described below.

The complainant is required to give permission for confidential information pertinent to the complaint to be disclosed to all parties cited in the complaint by those involved in handling the complaint, including the Counselling Hub Wales legal or other specialist advisors.

Safety of Clients

If a complaint relates to the conduct of a counsellor in counselling, at all times the client’s safety will be a primary consideration. Suspension of counselling and/or disciplinary proceedings may take place at any stage of the complaints process, and reporting of conduct to the counsellors professional body, if appropriate.

Clients can access further advice and support from professional bodies websites who members include counsellors and psychotherapist. For example BACP, NCS, BPS, NCP etc…

Stage 1 – Informal Complaint

Every opportunity will be taken at the time of the initial complaint to settle the concern informally. This may include telephone conversations and/or face to face meetings or written explanation of the reasons for a decision taken. The appointed Director will normally handle the complaint at this stage, but if a Director is the subject of the complaint, then a designated member of staff/independent person will be appointed, will undertake to respond to the complaint and manage the complaints procedure.

If the complainant remains dissatisfied with the outcome of discussions at this stage then a formal written complaint can be made.

Stage 2 – Formal Complaint

A formal complaint will be acknowledged in writing by the Directors within seven days. A copy of the Complaints Procedure will be enclosed.  If an employee, volunteer or contractor of the Counselling Hub Wales Service is the subject of the complaint, they will be sent a copy of the complaint along with the Complaints Procedure.

Investigation of the Complaint

An independent and impartial person or persons with relevant experience will be appointed to investigate the formal complaint.  They will be independent of the Counselling Hub Wales Service and the complainant, and all parties involved will be given the opportunity to declare a conflict of interest with them to the Chair, who will be responsible for assessing and dealing with that conflict. The investigator(s) will make a thorough and confidential investigation of the complaint, contacting both the complainant and the person complained against. 

The investigator will have access to relevant documents and policy papers within the Counselling Hub Wales Service and to staff members, if appropriate.  They may ask for evidence from either party and if this is sought in person, they will meet with each party separately.  All parties will have the right to be accompanied, but not be represented, by a supportive person of their choice.  The complainant and the party or parties complained against and/or their representative will not be asked to attend any meetings together.

The investigator will make a written response to the complainant by email or letter within twenty-eight days, a copy of which will be sent to the Counselling Hub Wales Service and the person complained against.  If it proves not possible to respond within 28 days, the complainant will be informed of any reasons for a delay.  All investigations will be completed and responded to within a maximum of six months.

The investigator(s) will make a written response to the complainant within twenty-eight days, a copy of which will be sent to the Counselling Hub Wales Service and the person complained against.  If it is not possible to respond within 28 days, the complainant will be informed of any reasons for a delay.  All investigations will be completed and responded to within six months.

The investigator(s) will make recommendations regarding the action required to bring about the resolution of the complaint and any sanctions which they may consider appropriate to apply to either party.  In such circumstances, they will also provide instructions for the monitoring of the fulfilment of said actions or sanctions.  Examples of possible sanctions would include:

·         A formal apology to the complainant

·         A requirement to undertake further relevant training

·         Suspension of the person concerned from their work at the Counselling Hub Wales Service.

Unless the Counselling Hub Wales Service makes a formal appeal within fourteen days, the Counselling Hub Wales will abide by the decisions and recommendations of the investigator(s). 

The appointed Director or Chair, whoever is managing the complaint, may halt the procedure at any stage if it emerges that legal action is under way, pending or intended, until such time as any legal process is complete.  They may also adjourn the procedure, ensuring that it is re-started at the point at which it was stopped, within a reasonable time.

Stage 3 – Appeal

If the complainant remains dissatisfied after the decision made by the appointed person on behalf of the Counselling Hub Wales the complainant will be advised how to contact the relevant professional body.

Monitoring of Complaints

A record will be kept of all complaints received.  Anonymous complaints will also be recorded, including the reasons for any decision to pursue or not to pursue the complaint. Complaints will be monitored regularly by the Directors of the Counselling Hub Wales.

Records of complaints will be kept for a period of five years. 

A complaint will be discontinued if the complainant fails or refuses to participate at any stage of the complaint procedure without good reason or the complainant formally withdraws the complaint.  In these circumstances, all both parties will be informed.