Concerns, feedback and resolution

Complaints Policy

Information about how to raise a concern or complaint, how it will be reviewed and the options available if the matter cannot be resolved directly.

Contact kaya.winney@gmail.com
Acknowledgement Within 48 hours
Full response Within 14 calendar days

Commitment to professional service

I am committed to providing a professional, ethical and respectful counselling service.

If you are unhappy with any aspect of our work together, I encourage you to raise your concerns with me as soon as possible. Feedback and complaints are taken seriously and will be responded to with care, transparency and respect.

I recognise that concerns may arise following a misunderstanding, disappointment, communication difficulty or rupture within the counselling relationship. Wherever possible, I aim to address concerns openly and collaboratively.

What you can expect

Your complaint will be:

  • Acknowledged promptly
  • Taken seriously and not dismissed or minimised
  • Responded to respectfully and professionally
  • Handled in a timely manner
  • Considered fairly and thoughtfully
  • Addressed with clear communication about next steps and expected timeframes
  • Managed in accordance with professional and legal obligations, including UK GDPR and data protection legislation

Making a complaint will not affect your right to receive respectful treatment or information about how the complaint is being handled.

How to make a complaint

You can contact me directly by email at:

kaya.winney@gmail.com

Please provide as much information as you feel comfortable sharing, including:

  • What happened
  • When the issue occurred
  • The impact it has had on you
  • The outcome you are seeking, if known

You may also choose to discuss your concerns during a counselling session where that feels appropriate.

What happens after a complaint is made

Step 1: Acknowledgement

I will personally acknowledge receipt of your complaint within 48 hours, excluding periods of planned leave where this has been communicated in advance where possible.

The acknowledgement will:

  • Confirm that the complaint has been received
  • Outline the next steps
  • Provide an estimated timeframe for a full response
  • Explain any delay where further information is required

Step 2: Review

I will carefully review the concerns raised together with any relevant records or correspondence.

Where appropriate, I may invite further discussion so that I can understand your experience and the impact of what has happened. The purpose of the review is not only to establish what occurred, but also to consider whether repair or resolution is possible.

Step 3: Written response

I aim to provide a full written response within 14 calendar days of receiving the complaint.

Where additional time is required, I will explain the reason and provide an updated timeframe.

The response will include:

  • A summary of the concerns raised
  • My understanding of the issues
  • Any findings arising from the review
  • Any actions I intend to take
  • Information about further options where you remain dissatisfied

Possible outcomes

Depending on the nature of the complaint, possible outcomes may include:

  • An explanation or clarification
  • An acknowledgement of mistakes or shortcomings
  • An apology where appropriate
  • Changes to policies, procedures or practice
  • Referral to an alternative practitioner where appropriate
  • A partial or full refund of fees where I determine this to be a fair and reasonable response to the circumstances

Financial compensation beyond fees already paid is not normally available through this complaints process.

Escalating a complaint

Where you remain dissatisfied after receiving my response, you may be able to raise your concerns with my professional membership body or another relevant organisation.

I am a registered member of the British Association for Counselling and Psychotherapy.

BACP membership number: 00993256

Professional bodies have their own eligibility requirements, procedures and time limits.

Data protection and confidentiality

Information provided as part of a complaint will be handled confidentially and in accordance with UK GDPR and applicable data protection legislation.

Complaint records may include correspondence, notes, relevant clinical records and documents relating to the investigation and outcome.

This information will be processed for the purpose of reviewing, responding to and resolving the complaint, and for meeting professional, ethical, legal and insurance obligations.

Complaint records will be retained only for as long as necessary and in accordance with the applicable record retention policy.

You have rights in relation to your personal information, including the right to request access to information held about you, subject to relevant legal and professional limitations.

Commitment to learning

Complaints can provide valuable opportunities for reflection and improvement.

Where appropriate, feedback and complaints will be used to review practice, strengthen professional standards and improve the quality of the service provided.

Raise a concern or find further support

You are encouraged to contact Kaya directly where you feel able to do so. You can also read the official BACP information about complaints concerning a registered member.

Email Kaya Visit the BACP Website Back to All Policies