Complaints Procedure — Carl Argent Counselling and Coaching

This policy explains how you can raise a concern or complaint, including how to contact my professional body, the BACP, directly.

1. Purpose

I am committed to providing a high-quality, ethical therapeutic service. However, I recognise that sometimes things can go wrong. This policy outlines how I handle dissatisfaction to ensure you feel heard and supported.

2. Complaints Process

Stage 1: Informal Resolution

If you are unhappy with any aspect of our work, I encourage you to raise it with me directly during a session.

• Therapy is often about processing difficult feelings, and sometimes “ruptures” in the therapeutic relationship can occur. Exploring these feelings together can often be a vital part of the healing process.
• I promise to listen to your concerns non-defensively and with respect, and I will do my best to resolve the issue to your satisfaction.

Stage 2: Formal complaint to me

• If you would prefer not to raise a concern in a session, or it has not been resolved, you can write to me at [email protected] with the details, relevant dates and what you would like to happen.
• I will acknowledge your complaint within 2 working days and send you a full written response within 5 working days. If I need longer, I will tell you why and when to expect it.
• I may discuss the complaint with my clinical supervisor, without identifying you, to make sure I respond fairly.
• Raising a complaint will not affect the service you receive from me, and you can choose to pause or end our work while it is considered.

BACP: guidance and formal complaints

If you feel that your concern has not been resolved by speaking to me, or if the issue is of a serious ethical nature (e.g., misconduct, breach of confidentiality, or inappropriate behaviour), you have the right to file a formal complaint with my professional body.

• Professional body: British Association for Counselling and Psychotherapy (BACP)
• Website: BACP professional conduct and complaints
• Guidance and support: BACP Get help. You can contact BACP without first raising your concern with me.

As a BACP Registered Member, I work in accordance with the BACP Ethical Framework for the Counselling Professions (2026) and am subject to BACP’s applicable professional conduct procedures.

Concerns about your personal information

If your concern is about how I have handled your personal information, please see my Privacy Notice. You can also contact the Information Commissioner’s Office.