A ‘concern’ may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.

A complaint may be generally defined as ‘an expression of dissatisfaction, however made, about actions taken or a lack of action’.

It is in everyone’s interest that complaints are resolved at the earliest possible stage. Some issues can be resolved informally, without the need to invoke formal procedures.

If a client has a concern, they should aim firstly to resolve it informally in discussion with their counsellor to give an opportunity to talk through in the safety of the counselling relationship. The majority of concerns should be resolved in this way. If the client’s concern is not resolved this way, they may request an informal meeting with Be You Wellbeing Hub Manager, Karina Marchant.

If your concern is linked to an enquiry, and you have not been assigned a professional, all concerns can be sent to Karina via our complaints form below.

If making a formal complaint the following two stage procedure should be followed:

Complaints Procedure - Stage One

The client should set out in writing their complaint and address it to the Be You Wellbeing Hub Manager and they will write to acknowledge the complaint. This can also be done via the online complaints form below.

The Manager will investigate the complaint and respond to the client in writing within 30 days.

We ask clients to please provide us with as much detail as they can to help us investigate their complaint:

·       say what the problem is

·       say what you want to happen

·       provide information on any relevant communication with us on the subject, including the times and dates of any conversations.

The investigation is likely to involve a meeting with the person making the complaint, the Be You Wellbeing Hub’s Manager, and another member of staff being present (likely a Supervisor and/or insurance representative and/or a Professional Body Representative). It may also be necessary for Be You Wellbeing Hub to seek legal advice.

We understand that making a complaint can be a difficult process and so the person making the complaint may wish to bring a friend or close supporter with them to this meeting. Minutes will be taken at the meeting and afterwards the outcome of the investigation will be sent in writing to the client.

It is hoped that the matter will be resolved at this stage. If not, the client’s complaint will be taken to Stage Two.

Complaints Procedure - Stage Two

This is the final stage of the complaints procedure and gives the client the right to appeal to the outcome of Stage One.

The client should write to the counsellor’s Professional Body and/or ICO, who will acknowledge the complaint and follow procedures according to their complaints procedures policies.