Practice & Legal
Complaints & Ethics
How to raise a concern, and the standards this practice works to.
What counts as a complaint
You do not need to be certain that something is "a complaint" before raising it. It might be about:
- something that was said or not said in a session
- the way a session, cancellation or fee was handled
- a boundary, confidentiality or privacy concern
- the practical running of the practice — appointments, records, communication
- the website, or how an enquiry was dealt with
It might also be a worry rather than a formal complaint. Those are welcome too, and often easier to resolve early.
Raising it informally
In most cases, the quickest route is to say so directly, by email or at the start of a session. You can say as much or as little as you want to.
If you would rather not raise it in the room, email contact@thechoicetochange.co.uk with "Complaint" in the subject line, or telephone 01494 883815.
You do not have to write a long account. What happened, when, and what you would like to happen next is enough to begin.
Raising it formally
If an informal conversation does not resolve things, or you would prefer to make a formal complaint from the start, please put it in writing to the email address above.
A formal complaint should include:
- your name and the best way to contact you
- what the concern is about, with dates where you can remember them
- what you would like to happen as a result
You can ask someone to help you write it, or to correspond on your behalf. If you need an adjustment to make the process accessible — a different format, a phone call instead of writing, or more time — please say so.
What happens next
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Step 1: Within 5 working days
Your complaint is acknowledged in writing.
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Step 2: Within 10 working days
Any missing information is requested, and you are told who is looking at it.
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Step 3: Within 20 working days
A written response is sent, setting out what was found and any action taken. If more time is genuinely needed, you are told why before that deadline and given a new date.
Your complaint will be handled by Genovieve Feasey, who will set out what was considered, what was found and what will change, if anything.
A written record of the complaint and its outcome is kept separately from clinical records, for as long as needed to demonstrate that it was handled properly.
If you remain unhappy
If you are not satisfied with the response, you can escalate to the relevant professional body. Complaints to a professional body are usually about whether a member has breached its ethical framework or standards, rather than about clinical outcome.
- BACP — bacp.co.uk
- CNHC — cnhc.org.uk
Both bodies publish their registers, so you can confirm a practitioner's registration directly on their website.
If your concern is about how your personal information has been handled, you can also contact the Information Commissioner's Office at ico.org.uk. Raising it with the practice first usually makes it easier to resolve.
If your concern is about a possible criminal offence, or about serious harm, you can contact the police or the relevant safeguarding authority directly.
Your care will not be affected
Raising a concern, formally or informally, will not lead to you being refused therapy or treated differently. If the therapeutic relationship has broken down to the point where continuing is not workable, that will be discussed openly, and I will help you find an alternative where I can.
Ethical standards
The frameworks I work within
The practice is bound by the ethical frameworks of its professional bodies:
- BACP Registered Member — bound by the BACP Ethical Framework for the Counselling Professions, including its principles of being trustworthy, providing a good quality of care, and working within competence.
- CNHC Accredited — bound by the CNHC Code of Conduct, Ethics and Performance.
- EMDR Association UK — working to the association's standards for EMDR practice.
Competence and supervision
I have completed more than 2,000 clinical client hours and undertake ongoing continuing professional development. Clinical work is discussed in regular supervision with an experienced supervisor. Supervision is a professional requirement, not a supervision of you: only what is necessary is discussed, and identifying information is minimised wherever possible.
Where something falls outside my competence, I will say so and refer on rather than work beyond it.
Boundaries
The therapeutic relationship has clear boundaries, which protect both client and therapist. These include:
- sessions happening at agreed times and in agreed settings
- no personal or social relationship alongside therapy
- no dual role where it could affect the work
- contact between sessions limited to practical arrangements
- a clear ending, where possible discussed in advance
If you are ever unsure about a boundary, ask. It is a reasonable thing to raise.
Confidentiality
Confidentiality, and its limits, are explained in the Privacy & Confidentiality notice and discussed before therapy begins. The limits are narrow and specific: serious risk to safety, safeguarding, and legal or court requirements.
Insurance and records
The practice is fully insured. Records are kept securely, separately from this website, and retained only as long as professional, insurance and legal obligations require.
Advertising and claims
This website aims to describe therapy honestly. It does not promise outcomes, and it does not use testimonials to suggest that one person's results will be another's.
Raising a concern about this page
If any part of this page is unclear, or you think something is missing, please say so using the contact details above. The page is reviewed annually alongside the other practice policies.
Not an emergency service
The practice is not an emergency service. If you need urgent mental health support, please use the Urgent Help page rather than waiting for a reply.
If something has not felt right
You do not need to be certain it is a complaint, or to have it all worked out before you get in touch. Raising it early usually makes it easier to resolve.