Complaints Policy
Complaints Procedure
I am committed to providing a professional, ethical and effective counselling service in accordance with the BACP Ethical Framework.
If you are unhappy with any aspect of the counselling service, I encourage you to discuss your concerns with me whenever possible so that we can attempt to resolve the issue informally.
Stage 1 – Raising a Concern
You may raise a concern verbally or in writing. I will listen to your concerns carefully and seek to resolve the matter fairly and promptly.
Stage 2 – Formal Complaint
If the matter cannot be resolved informally, you may make a formal complaint in writing. Please include:
- Your name and contact details.
- Details of the complaint.
- Relevant dates and information.
- The outcome you are seeking.
I will acknowledge receipt of your complaint within 5 working days and aim to provide a written response within 20 working days. If additional time is required, I will inform you of the reason and provide an updated timescale.
Confidentiality
Complaints will be handled confidentially and records will be stored securely in accordance with UK data protection legislation. Confidentiality may be limited where there are legal, safeguarding or professional obligations to disclose information.
If You Remain Dissatisfied
As a registered member of the British Association for Counselling and Psychotherapy, clients may raise concerns directly with BACP if they believe there has been a breach of professional standards or the BACP Ethical Framework. BACP's Professional Conduct Procedure provides an independent process for considering complaints about members.
Contact Details
thepeaprojectcounselling@protonmail.com
07938 544896
SAFEGUARDING AND CONFIDENTIALITY POLICY
Purpose
I am committed to providing a safe, professional and confidential counselling service. This policy explains how client information is protected and the circumstances in which information may need to be shared to safeguard children, young people, vulnerable adults, or others at risk of harm.
Confidentiality
Confidentiality is fundamental to the counselling relationship. Information shared during counselling sessions will be treated with respect and kept confidential in accordance with the BACP Ethical Framework, UK data protection legislation, and my professional responsibilities.
Information that is normally kept confidential includes:
- Information discussed during counselling sessions.
- Personal information provided by clients.
- Session notes and records.
- Contact details and appointment information.
- Written and electronic communications relating to counselling.
Limits of Confidentiality
There are circumstances where confidentiality may need to be broken or information shared without consent.
This may occur when:
- There is a serious risk of harm to yourself.
- There is a serious risk of harm to another person.
- There are safeguarding concerns regarding a child or young person.
- There are safeguarding concerns regarding a vulnerable adult.
- Disclosure is required by law or court order.
- Information relates to terrorism, money laundering, or other offences where disclosure is legally required.
- Professional consultation or supervision is necessary to ensure safe and ethical practice.
Where appropriate and safe to do so, I will seek to discuss any disclosure with you before information is shared.
Safeguarding Responsibilities
I have a professional and ethical duty to take reasonable action where there are concerns that a child, young person, or vulnerable adult may be at risk of abuse, neglect, exploitation, or significant harm.
Safeguarding concerns may include:
- Physical abuse.
- Emotional abuse.
- Sexual abuse.
- Neglect.
- Domestic abuse.
- Financial abuse.
- Coercive or controlling behaviour.
- Self-neglect.
- Exploitation or trafficking.
Where safeguarding concerns arise, I may:
- Undertake a risk assessment.
- Seek consultation from my clinical supervisor.
- Contact relevant safeguarding services.
- Contact emergency services if there is an immediate risk of serious harm.
- Share relevant information with statutory agencies where necessary to protect individuals at risk.
Only information necessary to address the safeguarding concern will be shared.
Clinical Supervision
As part of ethical practice, I regularly discuss my work with a qualified clinical supervisor. Client anonymity is maintained wherever possible, and supervisors are bound by professional confidentiality requirements.
Record Keeping
I maintain brief and accurate records of counselling work, including any safeguarding concerns and actions taken.
Records are stored securely and retained in accordance with my Record Keeping and Data Protection Policies.
Emergency Situations
Counselling is not an emergency service.
If there is an immediate risk to life or serious harm, clients should contact:
- 999 for emergency services.
- Their GP.
- NHS 111.
- Their local crisis or mental health team.
Questions and Complaints
If you have questions about confidentiality or safeguarding, please discuss them with me.
If you are dissatisfied with how a concern has been handled, you may use my Complaints Procedure.
Working Agreement for Clients
Counsellor Responsibilities
Maintain safe and professional boundaries.
Work within the BACP ethical framework and have regular supervision.
To offer a safe confidential space unless there is any serious risk to yourself or others, which will be discussed with you.
By law we have to report any violations of the following Acts:
- Any abuse of a minor in accordance with the Children’s Act 1989/2004
- Terrorism Act 2000
- Drug Trafficking Act 1994
To be available at the agreed time and date.
Zoom Counselling - to ensure invites are sent prior to session. If technical issues arise during sessions convert to telephone.
Give sufficient notice of any holidays or cancellations however, if cancellations happen at short notice (less than 24 hours) monies will either be carried over to replacement session or refunded.
Data Protection
Any personal information held complies with GDPR ( General Data Protection Regulation).
Under the terms of the Data Protection Act we have to inform you of what data we hold which identifies you personally and whether and how this is accessible to you.
We collect personal information from you when you enquire about counselling, initial assessment, and counselling notes. Information is held confidentially and securely and will be destroyed in accordance with our insurance policy.
Any request by a client to see these notes should email thepeaprojectcounselling@protonmail.com.
We will not share your personal information with persons or organisations without your knowledge or permission unless there is a legal requirement (e.g., child or adult safeguarding issue or a risk of harm).
If at any point during an online counselling session it was felt that you needed emergency support the counsellor may contact your G.P. and/or emergency services.
Counsellors are unable to provide an emergency service for clients. If you find yourself in major crisis and were considering serious harm it would be vital to get immediate help. This could include contacting your G.P., calling 999, NHS 111, contacting your local crisis mental health team or going to your nearest Accident & Emergency Department. You could also call the Samaritans on 116 123 or visit global hotlines http://www.suicidestop.com
Client Responsibilities
To attend sessions punctually
No use of alcohol/drugs ( other than prescribed) before your counselling session.
To give a minimum of 48 hours’ notice if cancelling/changing appointment ( if not full fee will still be charged).
To pay for session 48 hours prior to appointment via BACS transfer.
If payment is not received the counsellor has a right to cancel the session
To maintain boundaries of client/counsellor relationship by minimising contact between sessions except for cancelling or changing appointments (unless prior arrangement).
To ensure a quiet, confidential space when using Zoom or telephone that cannot be viewed by a third party. No other persons will be able to participate in the session. To ensure that emails etc. cannot be viewed by a third person.
Neither parties must communicate the content of the session to a third party, which includes putting anything from theses sessions on social media. If it is believed a session is being recorded, the counsellor will end the session immediately.
Other information
All sessions ( face-to-face, online or telephone ) will last 50 minutes
I have read and understood the above
SIGNED ………………………………………………………………DATE
NAME ………………………………………………………………………………………
(Please print)
