Legal
Complaints & concerns policy
Elaine Ward is a member of the British Association for Counselling and Psychotherapy (BACP) and works within its Ethical Framework for the Counselling Professions. Your experience matters, and you have every right to raise a concern if something doesn’t feel right.
Talking to Elaine first
Most concerns are best raised directly and can often be resolved in conversation. If you feel able to, please tell Elaine what’s troubling you — in a session, or by contacting her at hello@elainewardcounselling.co.uk. Concerns are always taken seriously and treated with respect and confidentiality.
Making a formal complaint
If you’d prefer to make a formal complaint, or you’re not comfortable raising it directly, you can put it in writing. Please include:
- What happened, and when;
- Why you’re concerned;
- What outcome you’re hoping for.
Elaine will acknowledge a written complaint within [X working days — to confirm] and aim to respond fully within [X working days — to confirm]. Where helpful, and with your agreement, a resolution may involve reflection in Elaine’s clinical supervision.
Taking it further — the BACP
If you feel your concern hasn’t been resolved, or you’d rather raise it independently, you can contact the BACP.
- Get Help with Counselling Concerns — a free BACP service that offers information and support if you have concerns about a practitioner: bacp.co.uk/about-therapy/get-help-with-counselling-concerns.
- Professional Conduct — where a complaint relates to a possible breach of the Ethical Framework, the BACP operates a professional conduct process: bacp.co.uk/about-us/protecting-the-public/professional-conduct.
Elaine’s BACP membership number is [BACP membership number — to confirm]. You may be asked for this when contacting the BACP.
Other regulators
If your concern relates to how your personal data has been handled, you can also contact the Information Commissioner’s Office — see our ICO registration and privacy policy.
Reviewer note for Elaine (remove before publishing): please confirm the acknowledgement/response timescales in the “Making a formal complaint” section, your BACP membership number, and check the two BACP links resolve to the current pages. Confirm whether you want your supervision arrangement referenced here.