Complaints Procedure
At IDC – Ian Derry Counselling, I am committed to providing a professional and ethical service. If you are ever dissatisfied with the service you receive, I encourage open communication to resolve issues promptly and respectfully.
Step One:
Informal Resolution
In many cases, concerns can be addressed and resolved through direct communication.
- If you feel comfortable, please raise your concern with me during or after a session.
- I will listen carefully, seek to understand your perspective, and aim to resolve the matter quickly and informally.
Step Two:
Formal Complaint
If you are not satisfied with the informal response or prefer a more formal process:
Please submit your complaint in writing to:
Email: ian@iderry.co.uk
Include:
- Your full name
- Date(s) of incident(s)
- A clear description of the issue
- Any relevant supporting details
- I will acknowledge receipt of your complaint within 5 working days.
Response Timeline:
- I will investigate the matter fully and respond with a written reply within 15 working days.
- If more time is needed, I will let you know the reason and expected timeframe.
Step Three:
External Complaint
If your complaint is not resolved to your satisfaction, you may escalate it to my professional body:
British Association for Counselling and Psychotherapy (BACP)
Website: www.bacp.co.uk
Tel: 01455 883300
Email: bacp@bacp.co.uk
The BACP has a formal professional conduct procedure for addressing concerns about ethical practice.
Confidentiality
All complaints will be handled in confidence. Details will be shared only with those involved in the complaint process and in accordance with data protection laws.
Records and Review
- A record of the complaint, investigation, and outcome will be securely stored.
- I regularly review feedback and complaints to improve the quality of my service.
IDC-Ian Derry-Counselling
If you have any questions about this process or wish to raise a concern, please don’t hesitate to contact me.