Complaints Policy and Procedure
Version: 1.1 (Updated June 2026)
Applies to: Strive
1. Introduction
Strive Therapy is committed to providing a high-quality counselling service. We recognise that, on occasion, clients, counsellors, volunteers, or external stakeholders may feel dissatisfied with an aspect of our service. This policy provides a clear procedure for raising and resolving complaints fairly, promptly, and confidentially. Concerns regarding the processing of personal information may be raised through this Complaints Procedure.
2. Scope
This procedure applies to complaints from:
– Clients receiving counselling or assessment services.
– Placement counsellors, volunteers, contractors, or staff engaged with Strive.
– External agencies or individuals interacting with Strive Therapy.
– Any aspect of Strive’s services, including concerns regarding counselling services, professional conduct, confidentiality, and the collection, storage, use, sharing, retention, or other processing of personal information.
3. Principles
– Complaints will be handled promptly, fairly, and without discrimination.
– Complainants will not be disadvantaged for raising a concern.
– Confidentiality will be maintained at all times, except where disclosure is required by law or safeguarding obligations.
– All complaints will be recorded and monitored to support learning and service improvement.
4. Informal Resolution
Where possible, complaints should be raised informally with the person concerned or the Director. Many concerns can be resolved quickly at this stage through discussion and clarification.
5. Formal Complaints Procedure
If the complaint is not resolved informally, the following procedure applies:
a. Submission
– Complaints must be submitted in writing, preferably using Strive’s complaints form (available on the website or by request).
– Complaints should be addressed to the Proprietor/CEO via email.
b. Acknowledgement
– Written acknowledgement will be provided within 5 working days of receipt.
c. Investigation
– The Director (or a delegated person if there is a conflict of interest) will investigate the complaint.
– This may involve reviewing records, speaking with relevant parties, and seeking supervision input.
d. Outcome
– A written response will be provided within 28 days of receipt of the complaint.
– Outcomes may include: an explanation, an apology, corrective action, or referral to an external body.
e. Escalation
– If dissatisfied, the complainant may escalate the complaint to the British Association for Counselling and Psychotherapy (BACP) or the National Counselling and Psychotherapy Society (NCPS), depending on the counsellor’s membership.
– Where the complaint relates to the processing of personal information or data protection matters, the complainant may also raise their concerns with the Information Commissioner’s Office (ICO). Information about making a complaint can be found on the ICO website.
6. Serious Complaints
Complaints involving safeguarding, risk of harm, or potential misconduct will be prioritised and addressed immediately, in line with Strive’s Safeguarding Policy.
7. Data Protection Complaints
If you have concerns about how Strive has collected, stored, used, retained, shared, or otherwise processed your personal information, you may make a data protection complaint using the complaints process outlined on this page.
Examples of data protection complaints include:
– Concerns about confidentiality or information sharing
– Concerns regarding access to your records
– Requests to correct inaccurate information
– Concerns regarding data retention
– Concerns regarding how your personal information has been processed
– Concerns regarding the security of your personal information
8. Record-Keeping
All complaints and their outcomes will be logged in the Complaints Register, which is reviewed annually by the Director to identify trends and areas for improvement. Records will be retained securely for 7 years.
9. Review
This policy will be reviewed annually or sooner if required by legislation, ethical guidance, or organisational practice.