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.

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 behavior), 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 and am subject to BACP’s applicable professional conduct procedures.