Our Commitment

Northern Voice Counselling (“we”, “us”, “our”) is committed to providing a professional, safe and ethical

counselling service. We work in accordance with the British Association for Counselling and Psychotherapy (BACP) Ethical Framework for the Counselling Professions, which sets out the standards of care, competence and conduct we are expected to uphold.
 

We take all complaints and concerns seriously. If you are unhappy with any aspect of the service you have

received, we want to know about it, so that we can put things right wherever possible and learn from what has

happened. Raising a concern will not affect the quality of care or support you receive, either now or in the future.
 

Before You Complain

If you feel comfortable doing so, many concerns can be resolved quickly and informally by speaking directly with your counsellor. If you would prefer not to raise the matter directly, or if an informal conversation hasn't resolved things, you can use the formal procedure set out below.

If your complaint relates to something that puts you or someone else at immediate risk, please contact 999, your GP, or one of the crisis services listed in your counselling agreement, rather than waiting for this process to conclude.
 

How to Contact Us

Formal complaints (Stage 2 onwards) should be sent in writing to: complaints@northernvoicecounselling.co.uk

Our Complaints Procedure
 

Stage 1: Informal Resolution
In the first instance, we encourage you to raise your concern directly with your counsellor, either in person, by phone, or in writing. We will listen, take your concern seriously, and do our best to resolve it with you as quickly as possible.
 

Stage 2: Formal Complaint

If your concern is not resolved informally, or you would prefer to raise it formally from the outset, please put your complaint in writing by emailing complaints@northernvoicecounselling.co.uk, including:

•  Your name and contact details

•  A description of what happened, including relevant dates

•  Who was involved

•  What outcome you are hoping for

We will acknowledge receipt of your complaint within 5 working days, and aim to provide a full written response within 20 working days. If we need more time, for example, because the matter is complex, we will let you know and explain why.
 

Stage 3: Independent Review

If you remain unhappy after receiving our formal response, you can ask for the complaint to be reviewed by an

independent, appropriately qualified counsellor or clinical supervisor not directly involved in your care. We will arrange this review and share the outcome with you in writing.
 

As Northern Voice Counselling grows, complaints about a specific counsellor may, where appropriate, be

reviewed by another senior counsellor within the practice as part of this stage.

 

Stage 4: Referring Your Complaint to BACP

If you remain dissatisfied after completing our internal procedure, or if you would prefer to raise your concern

with an independent body at any point, you can contact BACP directly. BACP can consider complaints about

breaches of its Ethical Framework by its members.
 

BACP's “Get help with counselling concerns” service offers confidential guidance on what to do if you

have concerns about your therapy or therapist

Complaints can be made using BACP's online complaint form at www.bacp.co.uk, or by emailing

professional_conduct@bacp.co.uk

BACP must normally receive complaints within 3 years of the event you are complaining about

Full guidance is available at: www.bacp.co.uk/about-us/protecting-the-public/professional-conduct/

Timeframes at a Glance

​

Stage 1 – Informal As soon as possible, usually within a few days

Stage 2 – Acknowledgement Within 5 working days of receiving your written complaint

Stage 2 – Full response Within 20 working days (or an explained extension)

Stage 3 – Independent review Arranged promptly following your request

Stage 4 – BACP Within 3 years of the event, per BACP's own procedure

 

Complaints About Data Protection

If your concern relates specifically to how your personal data has been handled, you also have the right to raise

this with the Information Commissioner's Office (ICO) at www.ico.org.uk, in addition to or instead of using this procedure. Northern Voice Counselling's ICO registration number is ZC185230.

Confidentiality and Records

Complaints are handled confidentially and records are stored securely, in line with the Data Protection Act 2018 and UK GDPR. Complaint records are kept separately from your therapy notes and are used only to investigate, resolve and learn from the concern raised.

No Detriment

Raising a concern or making a complaint will never negatively affect the counselling support you receive, whether

you continue working with us or choose to seek support elsewhere.