Complaints and Feedback

Raising concerns 

Counselling should feel respectful and safe. If something does not feel right, you are entitled to raise this. 

Where possible, concerns can be discussed directly with the counsellor or service. Many issues can be resolved through open conversation. 

Making a complaint 

If concerns cannot be resolved informally, counselling services should have a clear complaints process. This may include: 

• How to submit a complaint 

• How it will be reviewed 

• Expected timeframes 

Using a complaints process does not affect your right to be treated respectfully. 

Giving feedback 

Feedback, positive or constructive, helps services improve. Sharing your experience can be valuable, even if you choose not to continue with counselling.