Complaints procedure for

Surbiton Counselling Partnership 

We aim to offer a safe, respectful and professional service. If you ever have concerns about your experience, we encourage you to raise them so we can address them promptly and fairly.

How to make a complaint

You can make a complaint by emailing: surbitoncounselling@gmail.com

Please include your name, the nature of your concern, any relevant dates, and what outcome you are hoping for.

You can also raise concerns directly with your therapist.

What happens next

We will acknowledge your complaint within 5 working days.

We will investigate the issue sensitively and may contact you for more information.

We aim to provide a full response within 28 days. If the matter is complex, we will keep you updated.

If you are not satisfied

If you feel your complaint has not been resolved, you may escalate it to the therapist’s professional body, such as:

• BACP – British Association for Counselling and Psychotherapy
• UKCP – UK Council for Psychotherapy
• BPC – British Psychoanalytic Council
• HCPD – The Health and Care Professions Council
• NCPS – National Counselling & Psychotherapy Society

Your therapist can provide their membership details on request.

Data protection complaints

If your concern relates to how your personal data has been handled, you may also contact the Information Commissioner’s Office (ICO) at www.ico.org.uk.

Our commitment

We take all complaints seriously and use them to improve our services. You will never be treated unfairly for raising a concern.