1.  Our Commitment
Stillpoint Counselling is committed to providing a professional, safe, and ethical counselling service. We work in accordance with the BACP Ethical Framework for the Counselling Professions, which sets the standards of care, competence, and conduct we are expected to meet.
 

We take every complaint and concern seriously. If you are ever unhappy with any part of the service you have received, we want to hear about it, so we can put things right and learn from what happened. Raising a concern will never affect the quality of support you receive, now or in the future.

2.  Before You Complain
Many concerns can be resolved quickly through an honest conversation with your counsellor, and we would always encourage that as a first step if you feel comfortable doing so. If you would rather not raise it directly, or an informal conversation has not resolved things, the formal process below is available to you. If your concern 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 our Terms & Conditions, rather than waiting for this process to run its course.

3.  How to Contact Us
Formal complaints, from Stage 2 onwards, should be sent in writing to complaints@stillpointne.co.uk.

 

4.  Our Complaints Procedure
Stage 1: Informal Resolution
In the first instance, we would encourage you to raise your concern directly with your counsellor, whether in person, by phone, or in writing. We will listen, take it seriously, and do what we can to resolve things as quickly as possible.

Stage 2: Formal Complaint
If an informal conversation has not resolved things, or you would rather raise your concern formally from the start, please email complaints@stillpointne.co.uk with

• Your name and contact details

• What happened, including relevant dates

• Who was involved

• What outcome you are hoping for

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

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Stage 3: Independent Review
If you are still unhappy after our formal response, you can ask for the complaint to be reviewed independently, by an appropriately qualified counsellor or clinical supervisor who was not involved in your care. We will arrange this and share the outcome with you in writing.

Stage 4: Referring Your Complaint to the BACP
If you remain dissatisfied once our internal process is complete, or you would prefer to raise your concern with an independent body at any stage, you can contact the BACP directly. The BACP can look into complaints about a member breaching its Ethical Framework.

• The BACP's “Get help with counselling concerns” service offers confidential guidance if you have concerns about your therapy or therapist

• Complaints can be submitted through the BACP's online form at bacp.co.uk, or by emailing professional_conduct@bacp.co.uk

• The BACP normally expects complaints to be raised within 3 years of the event concerned

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

 

5.  Timeframes at a Glance

Stage 1 -  Informal -Usually within a few days
Stage 2 - Acknowledgement - Within 5 working days - Full response within 20 working days (or an explained extension)
Stage 3 - Independent review - Arranged promptly on request
Stage 4 -  BACP -Normally within 3 years of the event

6.  Complaints About Data Protection
If your concern relates specifically to how your personal information has been handled, you can also raise this with the Information Commissioner's Office (ICO) at ico.org.uk, either alongside or instead of this procedure. Stillpoint Counselling's ICO registration number is ZC204298.

7.  Confidentiality & Records
Complaints are handled in confidence, and any records are stored securely in accordance with our Privacy Notice. Complaint records are kept separately from therapy notes, and used only to look into, resolve, and learn from the concern raised.

8.  No Detriment
Raising a concern or making a complaint will never negatively affect the support you receive, whether you continue working with us or choose to seek support elsewhere.