Complaints Procedure

1. Our Commitment

At The Welcome Room, we are committed to offering a professional, ethical, and respectful counselling service. We welcome feedback and take complaints seriously as opportunities to improve the quality of the care we provide.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction related to the counselling service you’ve received; whether about the conduct of the counsellor, the handling of your information, communication, or service delivery.

You do not need to use the word “complaint” for us to treat your concern seriously.

3. How to Make a Complaint

You can make a complaint by contacting us in one of the following ways:

  • By email: hello@thewelcomeroom.co.uk

  • In writing: 7 Foxwells, Balcombe, RH17 6LZ

  • By phone: 07986 031 845

  • Verbally in session (which we can then record in writing if needed)

Please include:

  • Your name and preferred contact details

  • A clear description of the issue

  • What outcome you would like, if known

4. What Happens Next

  1. Acknowledgement
    We will acknowledge your complaint within 5 working days of receiving it.

  2. Investigation
    The complaint will be reviewed thoroughly and fairly, usually by the practitioner involved, or a nominated individual if appropriate. We aim to complete this within 14–21 working days.

  3. Response
    You will receive a written response outlining:

    • Findings of the investigation

    • Any actions taken or proposed

    • Your right to escalate the complaint (see below)

5. If You Are Not Satisfied

If you are unhappy with the outcome or how your complaint was handled, you may escalate the issue to our professional body:

For BACP-registered counsellors:

British Association for Counselling and Psychotherapy (BACP)
Web: www.bacp.co.uk
Phone: 01455 883300
Email: bacp@bacp.co.uk

If your counsellor is registered with another organisation (e.g. UKCP, NCPS), we will provide you with the appropriate contact details.

6. Confidentiality & Fair Treatment

Raising a complaint will not affect your right to access services. Your concern will be handled confidentially and sensitively. We will keep you informed throughout and ensure you are treated with respect.

7. Record Keeping

A confidential record of the complaint will be kept securely for a period of 3 years.

8. Contact us

If you have any questions, concerns, or requests relating to this Complaint Procedure, please get in touch with us using the contact details provided on our website.

Effective Date: 30/07/2025
Next Review Due: 30/07/2026