Complaints Procedure

Purpose

I am committed to providing a professional, ethical, and high-quality service. If you are dissatisfied with any aspect of the service you have received, I welcome the opportunity to address your concerns and learn from your experience.

This policy outlines how complaints will be managed fairly, respectfully, and in a timely manner.

Informal Resolution

Where possible, concerns should be raised directly with me in the first instance. Many issues can be resolved quickly through discussion, clarification, or review of the situation.

You may raise a concern verbally or in writing.

Making a Formal Complaint

If you remain dissatisfied, you may make a formal complaint by contacting:

Lyn  O'Callaghan
Email: info@happyhatchingmind.co.uk
Postal Address: available on request

Please include:

• Your name and contact details

• A description of your complaint

• Relevant dates and circumstances

• Details of any steps already taken to resolve the matter

Complaints should normally be made within six months of the incident giving rise to the complaint, although discretion may be exercised where there are exceptional circumstances.

Complaint Process

Upon receipt of a formal complaint:

1. An acknowledgement will be sent within five working days.

2. The complaint will be reviewed impartially and confidentially.

3. Any relevant records or information will be considered.

4. Where appropriate, you may be invited to provide additional information.

5. A written response will normally be provided within twenty working days.

If additional time is required due to the complexity of the complaint, you will be informed of the reasons and provided with an updated timescale.

Outcomes

Following investigation, outcomes may include:

• Clarification or explanation

• An apology where appropriate

• Corrective action

• Changes to practice, procedures, or training

• Referral to another appropriate process if the matter falls outside the scope of this policy

Professional Body Complaints

If you remain dissatisfied after completing this complaints process, or if the complaint concerns professional conduct or ethical practice, you may contact the National Counselling and Psychotherapy Society (NCPS) for information about their professional conduct procedures.

The NCPS can be contacted through their website.

Confidentiality

All complaints will be handled confidentially and in accordance with applicable data protection legislation. Information will only be shared where necessary to investigate the complaint, comply with legal obligations, or protect the safety and welfare of individuals.

Record Keeping

A record of complaints received and actions taken will be maintained securely and retained in accordance with the organisation's data retention procedures.

Review

This policy will be reviewed annually or sooner if required by changes in legislation, professional guidance, or organisational practice.

Concerns relating specifically to the processing of personal data should be raised under my Data Protection Complaints Procedure.