Complaints & concerns

Start with me where you can

You can raise a concern informally or make a formal complaint by emailing neil@neilatkinsoncounselling.co.uk, telephoning 07719 382796, or asking for my postal correspondence address. My full address is also provided in the counselling agreement before paid work begins.

Please explain what happened, what outcome you are hoping for and include any dates or documents that may help. You do not need to use legal or professional language.

How I will respond

• I aim to acknowledge a general service or counselling complaint within five working days
• I will consider the matter fairly, review relevant records and may seek confidential supervision, insurer or professional advice
• I will keep you informed if the matter will take longer than expected
• I aim to give a written outcome within 20 working days, where practicable
• I will explain any learning, remedy or next step that is appropriate

Some matters may need to be paused or handled differently where there is a safeguarding issue, police investigation, court process, insurer requirement or professional conduct process.

Data protection complaints

A complaint about how I have used personal information can be made through the same methods. I will acknowledge a data protection complaint within 30 days, take appropriate steps to investigate it, keep you informed and communicate the outcome without undue delay.

You may also complain to the Information Commissioner’s Office.

National Counselling and Psychotherapy Society

You may contact the NCPS directly through its current Complaints and Concerns information. My NCPS membership number is NCS23-04535. You do not have to complete my internal process before contacting NCPS.

Confidentiality and records

I will limit access to complaint information and keep a proportionate record of the concern, investigation, communications, outcome and learning. Information may need to be shared with my insurer, professional body, supervisor, legal adviser or another authority where this is necessary and lawful.