At Toni Denton Counselling & Coaching, I am committed to providing a professional, ethical and compassionate service.

I hope you will feel able to raise any concerns with me directly so that we can work together to resolve them. Feedback and complaints are taken seriously and are viewed as an opportunity to learn and improve my practice.

This procedure explains how to raise a concern, what you can expect from me, and what further options are available if you remain dissatisfied.

Step 1 – Talk to Me

If something has not met your expectations, I encourage you to raise it with me as soon as possible.

Many concerns arise from misunderstandings and can often be resolved quickly through an open and respectful conversation.

You can raise concerns during a session or contact me by email.

Where appropriate, I will listen carefully, clarify what has happened, apologise where necessary and work with you to agree a suitable resolution.

Step 2 – Make a Formal Complaint

If the matter cannot be resolved informally, you may make a formal complaint in writing.

Please include:

• your name and contact details;
• a description of your complaint;
• relevant dates or appointments;
• any supporting information;
• what outcome you are hoping for.

I will normally:

• acknowledge your complaint within 5 working days;
• investigate it fairly and impartially;
• provide a written response within 20 working days, where reasonably possible.

If more time is needed, I will keep you informed of the reasons and expected timescales.

How Complaints Are Considered

When investigating a complaint, I will consider:

• the information you provide;
• my clinical or coaching records where appropriate;
• relevant professional standards;
• legal and ethical responsibilities.

Every complaint is considered individually and treated respectfully and confidentially.

Confidentiality During Complaints

Information relating to a complaint will only be shared where necessary to investigate and respond appropriately.

Where appropriate, I may discuss the complaint with my professional supervisor or seek legal or professional advice. Any such discussions will be conducted in accordance with confidentiality and professional standards.

Complaints About Counselling

I am a BACP Accredited Counsellor and work within the BACP Ethical Framework for the Counselling Professions.

If, after following this complaints procedure, you believe that my professional conduct has fallen below the standards expected of a BACP member, you may contact the British Association for Counselling and Psychotherapy (BACP).

Please note that the BACP cannot award compensation or resolve contractual disputes. Their Professional Conduct Procedure considers whether a member has breached the Ethical Framework.

Further information is available on the BACP website.

Complaints About Coaching

Where your complaint relates specifically to coaching services or coaching ethics, and where applicable to my membership or accreditation, you may also contact the International Coaching Federation (ICF).

The ICF has an Ethics Review Process for concerns relating to breaches of the ICF Code of Ethics.

Please note that the ICF considers ethical conduct rather than contractual disagreements or requests for refunds.

Complaints About Personal Information

If your complaint relates to how your personal information has been collected, stored, shared or processed, I hope you will contact me first so I have the opportunity to resolve the matter.

If you remain dissatisfied, you have the right to complain to the Information Commissioner's Office (ICO), the UK's independent authority for data protection.

The ICO can investigate concerns relating to:

• UK GDPR;
• Data Protection Act 2018;
• privacy rights;
• handling of personal information.

Complaints That Cannot Be Considered

I may not be able to investigate complaints that are:

• anonymous (unless there are exceptional safeguarding concerns);
• abusive, threatening or discriminatory;
• outside my professional responsibilities;
• already subject to legal proceedings where investigation would be inappropriate.

Learning From Feedback

Whether concerns are raised informally or formally, I use feedback to continually improve my practice.

This may include reviewing:

• policies and procedures;
• communication;
• administrative processes;
• accessibility;
• professional development;
• client information.

External Organisations

If you remain dissatisfied after completing this complaints process, you may wish to contact:

British Association for Counselling and Psychotherapy (BACP)

Professional conduct and ethical complaints relating to counselling practice.

Website: https://www.bacp.co.uk

International Coaching Federation (ICF)

Ethical concerns relating to coaching practice (where applicable).

Website: https://coachingfederation.org

Information Commissioner's Office (ICO)

Concerns relating to privacy, confidentiality or data protection.

Website: https://ico.org.uk

Telephone: 0303 123 1113

Thank you for giving me the opportunity to address any concerns. I value honest feedback and am committed to providing a safe, respectful and ethical service for everyone who works with me.