Complaints Policy

We welcome feedback and complaints as part of improving the quality, safety and professionalism of our service. 

We are committed to providing a professional, respectful and high-quality service. If something has gone wrong, or if you are unhappy with any aspect of our service, we want to hear from you. 

We take complaints seriously and will deal with them fairly, sensitively and in a timely way. 

Our approach 

We will: 

  • listen carefully to your concerns  

  • treat your complaint seriously and respectfully  

  • look into what has happened fairly  

  • respond as promptly as we can  

  • explain the outcome clearly  

  • use complaints to help improve our service  

Making a complaint will not affect your right to raise a concern or to be treated with dignity and respect. 

What you can complain about 

You can make a complaint about: 

  • the service you received from us  

  • how you were treated by a member of staff, counsellor, trainee, volunteer or associate  

  • delays, communication problems or administrative issues  

  • any aspect of how our service has been delivered  

How to make a complaint 

If you feel able to, we encourage you to raise the issue with us as soon as possible so that we can try to resolve it quickly. 

You can make a complaint by contacting us in writing by email or post. 

Please include: 

  • your name and contact details  

  • a brief description of your complaint  

  • any relevant dates or times  

  • what outcome you are hoping for  

What happens next 

We will normally acknowledge your complaint within 5 working days. 

We will review the information provided and may contact you if we need further details. 

We aim to provide a full response within 20 working days. If the matter is more complex and we need longer, we will let you know. 

Our response will usually set out: 

  • what we have considered  

  • any findings or conclusions  

  • any action we will take, where appropriate  

If your complaint relates to counselling 

If your complaint is about a counsellor or the counselling you have received, we will consider the concern carefully and, where appropriate, review it under our internal procedures for professional standards, conduct and safe practice. 

Please note that counselling records are confidential, but we may review relevant records where this is necessary to investigate a complaint properly. 

If you remain dissatisfied 

If you are unhappy with the response, you can ask for the complaint to be reviewed. Please do this within 10 working days of receiving our response, setting out why you remain dissatisfied. 

A more senior person, or someone not previously involved where possible, will review the complaint and provide a final response. 

Confidentiality 

We will handle complaints as confidentially as possible. Information will only be shared with those who need it in order to look into the complaint properly. 

There may be occasions where we need to share information in line with legal, safeguarding or regulatory responsibilities. 

Anonymous complaints 

We will consider anonymous complaints where possible. However, if we do not have enough information, or cannot contact you for clarification, our ability to investigate may be limited. 

Vexatious or abusive complaints 

We recognise that people may raise complaints when they are upset or distressed. We will always aim to respond calmly and respectfully. 

However, we may limit communication where behaviour becomes abusive,threatening, discriminatory or unreasonable. 

Contact details 

If you would like to make a complaint, please contact: 

St Martin’s Centre for Health and Healing 
Email: admin@smchh.co.uk
Post:
St Martin’s Centre for Health and Healing 
c/o St Martin’s Church
Edgbaston Street
Birmgham