Helen (of Counselling with Helen) is committed to providing a safe, ethical, professional and supportive counselling service, where every client feels respected, heard and valued.

Helen recognises that there may be occasions when a client feels unhappy, uncomfortable or concerned about an aspect of their counselling experience.

Any concerns or complaints will be taken seriously, treated sensitively and approached with openness, fairness and respect.

Helen works in accordance with the British Association for Counselling and Psychotherapy (BACP) Ethical Framework for the Counselling Professions, which emphasises professional accountability, integrity and the importance of addressing client concerns appropriately.

This policy explains how you can raise a concern or make a complaint, what you can expect from Helen and the options available if you remain dissatisfied.

If something about your counselling experience doesn't feel right, Helen encourages you to raise this whenever you feel comfortable doing so.

This might relate to your counselling sessions, communication, professional boundaries, confidentiality, administrative arrangements or any other aspect of the service you have received.

Helen understands that raising concerns can feel difficult, particularly within a therapeutic relationship, and recognises that you may not always feel comfortable discussing these matters directly.

Helen encourages clients to raise concerns with her wherever they feel comfortable and able to do so. Any concerns will be listened to respectfully, without judgement or criticism, and given careful consideration.

However, Helen understands that raising concerns directly may not always feel possible or appropriate. Clients can seek independent guidance from BACP without first discussing their concerns with Helen.

If you would like to make a formal complaint, you can contact Helen by email:

Counselling-with-Helen@Outlook.com

Where possible, it would be helpful to include:

• Your name and preferred contact details
• A brief explanation of your concern or complaint
• Relevant dates or circumstances
• What you would ideally like to happen as a result

Complaints can also be raised verbally. Helen may ask for clarification or a written summary to ensure the concerns are accurately understood.

Helen will make reasonable adjustments to accommodate your communication needs, including those related to autism, ADHD or other disabilities.

Children and young people have the right to raise concerns about their counselling experience.

Where appropriate, a parent, guardian or authorised representative may make a complaint on their behalf. Helen will consider the young person's age, understanding, wishes and confidentiality when responding, in accordance with her safeguarding responsibilities and the BACP Ethical Framework.

Where a complaint is referred to BACP, its own procedures will determine who may make the complaint and whether the young person's consent or agreement is required.

Helen aims to acknowledge formal complaints in writing within 5 working days of receiving them.

Helen will then carefully consider the concerns raised and aim to provide a written response within 30 days of receipt.

Where a complaint requires further consideration, consultation or professional advice, additional time may be needed. If this happens, Helen will explain the reason for the delay and provide an updated anticipated response date.

These timeframes are commitments adopted by Counselling with Helen and are not prescribed by BACP.

Helen is committed to handling complaints fairly, sensitively and professionally.

When a formal complaint is received, Helen will:

• Listen to and carefully consider the concerns raised.
• Review relevant information, correspondence or counselling records where appropriate.
• Seek guidance from her clinical supervisor, professional body or professional indemnity insurer where necessary.
• Consider whether any professional, ethical or contractual responsibilities have not been met.
• Provide a clear and respectful response explaining the outcome.
• Where appropriate, acknowledge any shortcomings, offer an apology and consider what steps can be taken to address the concerns raised.

Helen recognises the importance of professional reflection and will use feedback and complaints as opportunities to review and improve her practice.

All complaints will be treated with care, sensitivity and appropriate confidentiality.

Information relating to a complaint will only be shared where necessary for its appropriate consideration, including with Helen's clinical supervisor, professional indemnity insurer, BACP or other relevant professional or statutory bodies, where lawful and appropriate.

Any personal information relating to a complaint will be handled securely and in accordance with Helen's Privacy Policy and applicable UK data protection legislation.

Helen is a Registered Member of the British Association for Counselling and Psychotherapy (BACP) and works in accordance with its Ethical Framework for the Counselling Professions.

If you remain dissatisfied with how your complaint has been handled, or feel unable or uncomfortable raising your concerns directly with Helen, you can seek independent guidance from BACP.

BACP operates a Professional Conduct Procedure for considering complaints about the professional practice and conduct of its members.

BACP normally requires complaints to be submitted within three years of the event being complained about, although exceptions may apply. Where a client was under the age of 16 at the time of the counselling, this three year period begins on their 16th birthday. BACP may consider complaints outside these timescales where there are sufficient reasons to do so.

You can find information about making a complaint, the relevant procedures and available support through BACP:

• Website: https://www.bacp.co.uk/about-us/protecting-the-public/professional-conduct/how-to-complain-about-a-bacp-member/
• Email: professional_conduct@bacp.co.uk

BACP may ask you to explain whether you have attempted to resolve your concerns directly with Helen or why this has not been possible.

You do not have to raise a complaint directly with Helen before seeking advice from BACP.

Any complaint submitted to BACP will be managed in accordance with BACP's own procedures and timescales.

If your concern relates specifically to how Helen collects, stores, shares or handles your personal information, this will be considered under the Data Protection Complaints section of Helen's Privacy Policy.

You can also raise concerns about the handling of your personal information with the Information Commissioner's Office (ICO), which is the UK's independent data protection regulator.

Concerns about professional confidentiality within counselling may also fall within BACP's professional conduct procedures.

Where counselling sessions are arranged through The Neurodivergent Therapy Space (NTS), complaints may also be subject to NTS's own complaints procedures and contractual arrangements.

Clients accessing counselling through NTS are encouraged to refer to the complaints information provided by NTS or contact its administration team for further guidance.

This does not remove a client's ability to raise concerns about Helen's professional conduct with BACP.

Helen will maintain a confidential record of any formal complaints received, including the nature of the complaint, the date it was received, any relevant correspondence, actions taken, professional advice sought and the final outcome.

All complaint records will be stored securely in accordance with Helen's Privacy Policy and relevant UK data protection legislation. Access will be restricted to Helen, except where information needs to be shared with her clinical supervisor, professional indemnity insurer, BACP or other appropriate bodies, where legally permitted or required.

Complaint records will be retained only for as long as necessary to meet relevant legal, professional and insurance obligations, after which they will be securely destroyed.

Helen will use any learning from complaints to reflect on her professional practice and, where appropriate, make improvements to the counselling service she provides.

Helen recognises that making a complaint can feel uncomfortable, particularly when concerns relate to a relationship in which personal or sensitive information has been shared.

Clients will not be criticised, judged or treated unfairly for raising concerns or making a complaint.

Helen is committed to responding with openness, honesty and professional accountability, whilst respecting the dignity, autonomy and wellbeing of everyone involved.

Last updated: October 2026