Feedback and Complaints

My Commitment to You

I am committed to providing a counselling service that is safe, professional, compassionate and respectful. I value feedback and believe that concerns or complaints provide an opportunity to learn, improve and ensure that everyone receives the highest standard of care.

If you are unhappy with any aspect of the service you have received, I encourage you to let me know. Wherever possible, I hope we can resolve concerns through open and honest communication.

Step 1 – Talk to Me

If you have a concern, I encourage you to raise it with me as soon as possible. Many issues can be resolved quickly through discussion and clarification.

You can contact me by:

Email: hollytreewellbeing@gmail.com

I will listen to your concerns respectfully and aim to resolve them promptly and fairly.

Step 2 – Making a Formal Complaint

If you feel that your concern has not been resolved informally, you may make a formal complaint.

Please provide:

  • Your name and contact details.

  • A clear description of your complaint.

  • Any relevant dates or information.

  • The outcome you are seeking.

Complaints should normally be made within six months of the issue arising, although I will consider complaints made outside this time frame where there is a reasonable explanation.

Complaints may be submitted by email or in writing.

What Happens Next?

Once I receive your complaint, I will:

  • Acknowledge receipt within five working days.

  • Review the information carefully and fairly.

  • Contact you if I need any additional information.

  • Investigate the matter appropriately.

  • Provide a written response, normally within 20 working days.

If more time is required because the complaint is particularly complex, I will explain why and keep you updated on progress.

Possible Outcomes

Following my review, I may:

  • Provide an explanation or clarification.

  • Offer an apology where appropriate.

  • Agree actions to resolve the concern.

  • Make changes to my practice or procedures where lessons have been identified.

  • Explain why I believe my practice was appropriate.

My aim is always to reach a fair and respectful resolution.

If You Remain Dissatisfied

I am a registered member of the British Association for Counselling and Psychotherapy (BACP) and work in accordance with the BACP Ethical Framework for the Counselling Professions.

If you remain dissatisfied after completing my complaints procedure, you may wish to contact the BACP to discuss whether your concerns fall within their Professional Conduct Procedure.

If your complaint relates to the way I have processed your personal information, you also have the right to contact the Information Commissioner's Office (ICO).

Confidentiality

All complaints will be handled sensitively and confidentially. Information will only be shared where necessary to investigate the complaint, fulfil legal or professional obligations, or protect the safety and wellbeing of others.

Complaint records will be stored securely in accordance with my Privacy Notice and Data Protection Policy.

Learning and Improvement

I am committed to reflective practice and continuous professional development. Where appropriate, learning from complaints will be used to improve the quality and safety of the service I provide.

Contact

If you would like to discuss a concern or make a complaint, please contact:

Practice Name: HollyTree Wellbeing Services

Practitioner: Holly Webb

Email: hollytreewellbeing@gmail.com

I will always aim to treat your concerns with fairness, respect and professionalism.