1: Complaint Procedure

This procedure will be used to investigate and resolve complaints from all persons relating to FCS Talking Therapies (the organisation). 

The organisation aims to treat all persons with consideration and respect and to act within the Ethical Framework for Good Practice in Counselling and Psychotherapy of the British Association for Counselling and Psychotherapy (BACP), and to follow the procedures of FCS Talking Therapies. 

All complaints by all persons will be taken seriously and be given due consideration.

2: Scope and Protocol

1. All aspects of any complaint will be dealt with in a confidential manner. 

2. The Complainant and the person complained against will be kept aware of the status of the complaint throughout the process. 

3. The maintenance of the file and administration of the procedure in connection with the complaint will be the responsibility of a named individual. 

4. The complainant and the person complained against will be given the name and position of the named individual and be informed that they will be responsible for the conduct of the complaint proceedings. 

3: Notification requirements

1. Any complaint made by letter, telephone or in person should be reported to the CEO at the earliest opportunity and a note of the date and person receiving the complaint should be made on the Client File on IAPTus, within the ‘Documents’ section (if applicable) to protect confidentiality. 

2. The most appropriate person will contact the complainant to discuss the nature of the complaint. If they wish to pursue the complaint, the named individual will send them a copy of the Complaints Procedure and advise them that ideally they should send a formal, written statement laying out the matters which give rise to the complaint. 

3. If the complainant declines to pursue the complaint, the date of the conversation and nature of the complaint will be entered onto the record and the person complained against will be informed. 

4. Internal Disciplinary Procedures may be put into effect if considered necessary. 

5. Any written complaint received from a client regarding the work of the Organisation by any person working for the Organisation should be passed to the CEO or the most appropriate person as soon as possible. A formal record will be made on the Client File after completion of the process.

4: Formal Procedure – Stage 1

1. When a complaint is received, the most appropriate person will write a letter or email acknowledging receipt within 14 days and. The person concerned will be informed of the complaint and offered an opportunity to meet with the appropriate person to discuss the complaint.   

2. A second point of contact will be extended to the complainant advising them that discussion has taken place with the person concerned and offering an opportunity for further discussion of the complaint with the responsible person.   

3. If the complaint is resolved at this point of discussion, the appropriate person, the Complainant and the person concerned will receive written confirmation that the matter is resolved – depending upon the nature of the complaint. 

4. If the Complainant is not satisfied with the outcome of the meeting, they will be asked to give a written statement to this effect to a responsible person, and the complaint will move to Stage 2. 

5: Formal Procedure – Stage 2

The purpose of this Stage is to review the conduct of the Complainant; to ensure that procedure has been followed correctly; to provide the Client with an opportunity to take the issue to Stage 2:  

1. The responsible person will inform the CEO and will write to the Client and person complained against advising them that the procedure has moved to Stage 2.   

2. The CEO will set a meeting date within 6 weeks of the decision to move to Stage 2. The Client, the person complained against, and the responsible person will be given the opportunity to attend to discuss the issues.  

The Complainant will be given the opportunity to be represented by another party and/or can request to attend the meeting and the absence of the person complained against. The meeting panel will be provided with all relevant paperwork prior to the date of the meeting.  

1. The findings of the panel, in the form of a written report, will be conveyed to the Chair of Trustees; the CEO; the Client and person complained against. 

In the event of the Client being dissatisfied with the outcome of Stage 2, the Chair of Trustees will inform the complainant that the Organisation has exhausted its procedure and that they may refer their complaint to the British Association for Counselling and Psychotherapy (BACP).  

6: Additional Note

In the case of a clinical complaint, counselling sessions will be suspended when the complaint moves to Formal Procedure Stage 2. At the discretion of the CEO all Client work of the Counsellor complained against or if not a counsellor, other work duties, may be suspended during investigations.