Complaints Procedure
Grace Counselling & Psychotherapy is committed to providing a safe, ethical and professional counselling service. If you have a concern or complaint about any aspect of the service you have received, you are encouraged to raise it. Your concern will be taken seriously and considered fairly and respectfully.
Making a complaint will not result in you being treated unfairly or adversely.
Raising a concern informally
If you feel able to do so, you are welcome to raise a concern with me during a counselling session or by contacting me outside the session. I will listen carefully and will try to understand what has happened and what you would like to happen next.
Where appropriate, concerns may be resolved through an explanation, acknowledgement, apology, clarification or an agreed change to the way we work together.
You do not have to raise a concern informally before making a formal complaint.
Making a formal complaint
Formal complaints should normally be made in writing and sent to:
Lauren Jenkins
Grace Counselling & Psychotherapy
Highfield House
Congleton Road
Stoke-on-Trent
Staffordshire
ST7 3SY
Email: hello@gracecp.co.uk
Please include:
your name and contact details;
a description of what happened and when;
the nature of your concern;
any relevant supporting information; and
what you would like to happen as a result of your complaint.
If you find it difficult to make a complaint in writing because of a disability, communication need or other circumstance, please contact me so that a suitable alternative can be arranged. You may also ask another person to help you communicate your complaint.
What happens after a formal complaint?
I will normally acknowledge your complaint within five working days.
I will consider the matters raised and may ask you for further information or clarification. I may also seek confidential professional guidance from my clinical supervisor, professional body, insurer or another appropriate adviser. Only information necessary for considering and responding to the complaint will be shared.
I will aim to provide a written response within 20 working days of receiving the complaint. If more time is needed, I will explain the reason for the delay and tell you when you can expect a response.
The response will explain:
how the complaint has been considered;
my findings and conclusions;
any action that has been or will be taken; and
the options available to you if you remain dissatisfied.
If you remain dissatisfied
Grace Counselling & Psychotherapy is a sole-practitioner service and therefore does not have a separate internal appeals panel. If you believe that relevant information has been overlooked, you may ask me to reconsider my response and provide any additional information you would like me to consider.
I am a Registered Member of the British Association for Counselling and Psychotherapy (MBACP), registration number 420865. You may contact BACP about concerns relating to my professional conduct.
Information about BACP’s complaints process, including its eligibility requirements and time limits, is available at:
You may approach BACP without completing this internal procedure if you believe that raising the matter directly with me would be inappropriate or unsafe. BACP will decide whether a complaint falls within the scope of its current Professional Conduct Procedure.
Complaints about personal information
If your complaint concerns the handling of your personal information, please contact me first so that I have an opportunity to address it.
You also have the right to raise a concern with the Information Commissioner’s Office:
www.ico.org.uk/make-a-complaint/
Confidentiality and records
Complaints will be handled as confidentially as reasonably possible. Information may be disclosed where this is necessary to investigate or respond to the complaint, obtain professional or legal advice, meet insurance requirements, comply with the law or protect someone from serious harm.
Records relating to complaints will be stored securely and retained in accordance with the Grace Counselling & Psychotherapy Privacy Notice and applicable legal, professional and insurance requirements.
Last updated: August 2026
Review date: August 2027