All complaints and concerns will be dealt with confidentially and following a complaint we consider making changes to the counselling service to improve the services on offer to all clients.

At SAFEHAVEN CENTRE (SHC), we are committed to providing high quality mental health counselling services to clients. We welcome any comments or suggestions about the services we offer.

SHC recognises that there may be occasions when clients may wish to complain about some aspect of the counselling service which has been offered or received. If you wish to make a complaint or discuss any issues with the service or individual counselling you have received, we would ask you to bring this to the attention of your counsellor or alternatively to the Service Director of SHC, The contact email is info@counsellingatsafehaven.com We will deal with your complaint as soon as possible and ensure you receive the best service possible.

Written Complaints

All written complaints should be addressed to the Service Director, at info@counsellingatsafehaven.com. Please describe as fully as possible the nature of your concern or complaint stating the following information:

• What you are unhappy about.
• When the incident took place.
• Which counsellors or staff were around at the time.

Your complaints will be acknowledged within 10 working days. SHC will conduct a full investigation of the nature of your complaint or concern and a full reply will be sent to you within 15 working days. If a full reply cannot be given within 15 working days, we will write to you to explain to reason for the delay.

Verbal Complaints

If you wish to speak to someone about an aspect of the SHC, please try to do so as soon as possible. We will aim to deal with your concern or complaint as soon as possible and ensure you receive the best service possible.

BACP

If you are still unhappy about the outcome of your complaint, you may wish to contact the British Association for Counselling and Psychotherapy (BACP).

Send your complaint by post to BACP House, Unit 15, St. John’s Business Park, Lutterworth, LE17 4HB, or email it to Professional_Conduct@bacp.co.uk.