Personal Meaning Counselling Complaints Procedure

Your voice matters.

Introduction

I believe counselling should feel safe, respectful, and collaborative. If at any point you feel unhappy, uncomfortable, or unsure about something, I want you to know you can share this with me without fear of judgement.

Your feedback is important. It helps me grow and ensures you receive the care you deserve.

Step 1: Talking things through

If you feel able, please speak with me first about your concern. I will listen with openness and empathy, and together we can explore what might help. Sometimes a simple conversation can bring clarity and resolution. 

Step 2: Making a formal complaint

If you'd prefer to put your concern in writing, you can email or post it to me at the address below. Please include:

• Your name and contact details

• What happened and when

• How you feel it has affected you

• What you hope might resolve the situation 

I will acknowledge your complaint within 5 working days so you know it has been received.

Step 3: Response

I may ask for more details so I can fully understand your experience. I aim to respond in writing within 20 working days, explaining what I have found and any steps I will take.

Step 4: If you're still unhappy

If you feel your concern hasn't been resolved, you have the right to take it to the British Association for Counselling and Psychotherapy (BACP), who will review it independently.

Contact Details

Pamela Muir

Email: pamela@personalmeaningcounselling.co.uk

Address: Moyness House, Nairn, IV12 5LB

Phone: 07902 332 652

BACP

Email: professional_conduct@bacp.co.uk

Website: www.bacp.co.uk

Telephone: 01455 883300