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Complaints

Complaints.

We want to know if something has gone wrong. A clear, accessible complaints process is part of what it means to be a trustworthy organisation. This page explains how to raise a concern and what happens next.

OUR COMMITMENT.
We take all complaints seriously. Every concern raised will be acknowledged promptly, reviewed fairly, and responded to honestly. We will not be defensive, and we will not dismiss concerns. If something has gone wrong, we want to know so we can put it right and improve.

Step 1

Talk to us directly first.

In the first instance, we ask that you get in touch with us directly. Many concerns can be resolved quickly through a straightforward conversation. Please email us at:

COMPLAINTS CONTACT
amy@flourishwellbeingsupport.org.uk

Please include:

  • Your name and contact details.
  • A clear description of your concern.
  • The date or dates the issue occurred.
  • What outcome you are hoping for.

Step 2

What happens after you contact us.

Acknowledgement.

We will acknowledge receipt of your complaint within [X] working days and let you know who is handling it.

Review.

We will review your concern carefully. This may involve speaking to the relevant counsellor or team member. We aim to provide a full response within [X] working days of acknowledgement. If we need more time, we will let you know and explain why.

Response.

We will write to you with the outcome of our review, what we have found, and what steps we are taking as a result. If your complaint is upheld, we will say so clearly and explain what we intend to do to put things right.

If you are not satisfied.

If you are not satisfied with our response, please tell us and we will review the matter again at a senior level. If you remain unsatisfied after that, you may be able to escalate to an external body, see below.

Step 3, if needed

External escalation routes.

If you have exhausted our internal process and remain dissatisfied, the following external routes may be available to you depending on the nature of your concern.

Professional body complaint

If your complaint relates to the conduct or clinical practice of a specific counsellor, you may be able to raise a concern directly with their professional registration body, such as BACP or UKCP. Each body has its own complaints process.

  • BACP, bacp.co.uk/about-therapy/make-a-complaint
  • UKCP, psychotherapy.org.uk/complaints

ICO, data concerns

If your complaint relates to how Flourish has handled your personal data, you can raise a concern with the Information Commissioner's Office (ICO) after first giving us the opportunity to respond.

ICO, ico.org.uk/make-a-complaint

Confidentiality

How complaints are handled confidentially.

We treat all complaints with discretion. Information about your complaint will only be shared with those who need to know in order to investigate and respond. We will not share your complaint with your counsellor without first discussing this with you, unless it is necessary to do so to protect someone's safety.

If you are a current client and have a concern about your counselling, you can raise it without worrying that it will disrupt your sessions, we will handle the two things separately wherever possible.