Complaints

PATHWAY WELLBEING
COMPLAINTS PROCEDURE

At Pathway Wellbeing, we are committed to providing a professional, ethical and effective counselling service. Our practice is informed by and accountable to the BACP Ethical Framework for the Counselling Professions. 

We welcome feedback and take any concerns or complaints seriously.

Informal Resolution

If you are unhappy with any aspect of the service you have received, we encourage you to raise your concerns directly with your counsellor in the first instance. 

Many concerns can be resolved through open discussion and clarification.

Formal Complaint

If you wish to make a formal complaint, please submit it in writing by email. Please include:

• Your name and contact details
• Details of your complaint
• Relevant dates and information
• The outcome you are seeking

Complaints should be sent to your therapist directly:

Email:
charlottewithey@hotmail.com or
mandy.williams@email.com

Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

Investigation

Your complaint will be reviewed carefully, fairly and impartially. We may contact you for additional information or clarification if required.

We aim to complete our investigation and provide a written response within 30 working days of acknowledging receipt of your complaint. 

Where a complaint is particularly complex or requires additional enquiries, this timescale may be extended. If this occurs, we will keep you informed and provide an updated timescale.

Outcome

Following completion of the investigation, you will receive a written response outlining:

• The findings of the investigation
• Any actions taken or proposed
• Any recommendations arising from the complaint
• Information about any further options available should you remain dissatisfied

Further Action

If you remain dissatisfied after receiving our response, you may seek guidance from the British Association for Counselling and Psychotherapy regarding its Professional Conduct Procedure.

Data Protection Complaints

If your complaint relates to the way your personal information has been collected, stored or processed, you may contact the Information Commissioner's Office.

Record Keeping

Records relating to complaints will be stored securely and confidentially in accordance with legal, ethical and professional requirements.

Review

This Complaints Procedure is reviewed periodically to ensure compliance with current legislation, BACP guidance and best practice.