As a member of the BACP and COSCA your counsellor adheres to the associations’ code of ethics and standards for good practice[1]. 
 Your counsellor aims to provide a high-quality service to all clients. However, they appreciate that there will be occasions when problems arise and in these cases they will seek to address and resolve issues of complaint as quickly as possible.
   [1] A copy of these can be downloaded at and

This policy is in place to ensure that:

  • Complaints are dealt with effectively
  • Complaints are appropriately looked into
  • All complainants are treated with respect and dignity
  • Complainants are given appropriate information for escalating complaints if they remain dissatisfied with responses given

What is a complaint?

A complaint is an expression of dissatisfaction about the way in which your counsellor has provided a service, the quality of the service provided or a lack of service provided.

How can a complaint be made?

  • Your counsellor requests that issues of complaint are raised at the earliest opportunity. This will help your counsellor to satisfactorily resolve the complaint before it develops into a bigger problem.
  • All complaints (about any aspect of the counselling service) should be taken up with the counsellor in the first instance. Receipt of a complaint will be acknowledged within one working week. A time limit of 3 years from the alleged unethical practice shall apply.
  • Please provide details of your complaint on the Complaints Form which can be provided upon request from your counsellor –
  • If you don’t feel you have had a satisfactory response, then please contact the relevant professional association. For BACP call 01455 883300, email complaints@bacp. For COSCA call 01786 475140
  • Your counsellor will fully comply with requests for information as part of any investigation.