Complaints Policy 

Purpose & Scope
This policy sets out how MindKind Therapies receives, manages, and resolves complaints from clients, former clients, and those acting on their behalf. We are committed to a complaints process that is accessible to all, maintains strict confidentiality, and provides a clear and timely resolution pathway.

Our aim is to treat every complaint seriously, respond with empathy and professionalism, and use feedback to continuously improve the quality and safety of our services.

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Guiding Principles
This policy is governed by the following core principles:

• Accessibility — all clients, regardless of background, disability, or communication need, can raise a complaint in the format most suitable to them.

• Confidentiality — information shared in a complaint will be handled sensitively and shared only with those who need to be involved in its resolution.

• Timeliness — all complaints will be acknowledged, investigated, and responded to within clearly defined timeframes.

• Fairness — each complaint will be considered objectively and without prejudice to the therapeutic relationship.

• Transparency — clients will be kept informed at every stage of the process.

• Learning — all complaints and outcomes will be reviewed to improve practice and reduce future risk.

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What is a Complaint?
For the purposes of this policy, a complaint is any expression of dissatisfaction with a service, practice, or practitioner within MindKind Therapies, whether raised verbally or in writing. This includes, but is not limited to:

• The conduct or behaviour of a therapist or member of staff

• The standard of therapeutic practice or perceived breach of professional ethics

• Administrative matters such as appointment scheduling, billing, or communication

• Confidentiality, data handling, or information governance concerns

• The physical or digital environment in which sessions are delivered

• Perceived inequality of treatment or discrimination

 A complaint is distinct from a general enquiry, a clinical disagreement about therapeutic approach, or a safeguarding concern. Safeguarding concerns must be referred immediately to the Designated Safeguarding Lead in accordance with our Safeguarding Policy.

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Who can make a Complaint?
Clients have the right to be supported or represented by a person of their choice throughout the complaints process. This may include a friend, family member, independent advocate, or legal representative. Written consent from the client must be provided before any information is shared with or communicated to a third-party representative. The following individuals may submit a complain.

• Any current or former client of the agency. 

• A parent  or guardian acting on behalf of a child or young person under 18yrs

• A carer or advocate acting with the consent of the client

• A third party acting with the written authorisation of the client.

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How to make a Complaint?
Complaints may be submitted in any of the following ways. We encourage clients to use whichever method feels most comfortable: 

• In writing: Submit a written letter or email to the Practice Manager at letstalk@mindkindtherapies.com. 

• Contact Form: By submitting your complaint in writing via our website contact page. 

• Via a Representative: Using either of the channels above, a third party may submit a complaint on your behalf with your written consent.

The Complaints Procedure — Staged Process
All complaints follow a structured, staged process as set out below. At each stage, the client will be informed of progress and given the opportunity to respond.

Stage 1 — Informal Resolution

Many concerns can be resolved quickly and informally. If a client raises a concern verbally with their therapist or a member of staff, the person receiving the complaint should:

• Listen attentively and acknowledge the concern without defensiveness

• Seek to understand the specific nature of the dissatisfaction

• Attempt to resolve the matter immediately where possible

• Make a brief record of the concern and any action taken

 If the concern is not resolved at this stage, or the client wishes to escalate, it will proceed to Stage 2. Clients will never be discouraged from escalating to a formal complaint.

Stage 2 — Formal Written Complaint
Where a complaint is made formally, or has not been resolved informally, the following written procedure applies:

• Submission: Client submits complaint in writing or verbally (recorded in writing by staff). 

• Acknowledgement: Formal written acknowledgement sent to the complainant confirming receipt, the name of the investigating officer, Response will be within 14days. 

• Investigation: The investigating officer reviews all relevant records, speaks with relevant parties, and gathers necessary information. The practitioner concerned will be notified and given opportunity to respond. Normally within 28days of acknowledgement. 

• Resolution: A written outcome letter is provided to the complainant, setting out findings, any actions taken, and remedies offered. Where the complaint is upheld in full or part, an explanation and apology will be included. Within 28 days of acknowledgement (extensions communicated in writing)

• Review Request: If unsatisfied with the outcome, the client may request a review by a senior director or independent reviewer within 14 days of the outcome letter. Review completed within 21 days of request.

All timescales may be extended by mutual written agreement with the complainant.

Confidentiality
All complaints will be handled with the utmost confidentiality. Information will only be shared with those directly involved in the investigation, on a need-to-know basis.

• The complainant's identity will not be disclosed to the practitioner concerned without the complainant's consent, unless this is unavoidable for the purposes of investigation.

• Records of complaints are stored securely in accordance with our Data Protection Policy and the UK GDPR.

• Complaints records will be kept for a minimum of seven years from the date of closure.

• The existence or outcome of a complaint will not be disclosed to any third party without the complainant's written consent, except where required by law or a regulatory body.

 Raising a complaint will have no adverse effect on a client’s access to, or continuation of, therapeutic services with this agency.

Escalation to Professional Bodies
If a client remains dissatisfied after the completion of the agency’s internal complaints process, or if the complaint involves a serious concern about a practitioner’s professional conduct or fitness to practise, the client has the right to refer the matter to the relevant professional or regulatory body..

• BACP (British Association for Counselling and Psychotherapy): Complaints about a practitioner who is a BACP member, including ethical breaches or professional misconduct. www.bacp.co.uk 01455 883 300

• UKCP (UK Council for Psychotherapy): Complaints about a UKCP-registered psychotherapist regarding professional or ethical standards..www.psychotherapy.org.uk 020 7014 9955

• ICO (Information Commissioner’s Office): Concerns about how personal data or confidential information has been handled. www.ico.org.uk 0303 123 113

​The agency will not penalise or disadvantage any client for escalating a complaint to an external body, and will co-operate fully with any external investigation.

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Roles & Responsibilities
Practice Manager

• Acts as first point of contact for all formal complaints

• Acknowledges complaints within 14 calendar days

• Co-ordinates the investigation and maintains records

• Provides written outcomes to complainants

 Clinical Director

• Oversees Stage 2 review requests and complex or sensitive complaints

• Ensures complaints are reviewed annually to inform clinical governance

• Has authority to offer remedies including, where appropriate, refunds or additional sessions

 Practitioners

• Cooperate fully and in good faith with any complaint investigation

• Maintain professional conduct towards the complainant throughout

• May be accompanied by a professional supporter or trade union representative during the process

 All Staff

• Are aware of this policy and know how to receive or signpost a complaint

• Do not discuss, dismiss, or discourage complaints from clients

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Recording and Learning
All complaints, whether informal or formal, will be recorded in the agency’s Complaints Register, including:
•    The date the complaint was received
•    The nature of the complaint
•    The outcome and any actions taken
•    The date of final resolution

The Complaints Register will be reviewed on a quarterly basis by the Clinical Director. An anonymised summary of complaints and learning outcomes will be presented to the agency board or governance group annually.
Complaint data will be used to identify trends, inform staff training, and improve service delivery

Vexatious and Unreasonable Complaints

The agency is committed to treating all complaints in good faith. In rare cases where a complaint is deemed to be vexatious, malicious, or unreasonably persistent without new grounds, the Practice Manager may, with the approval of the Clinical Director, take steps to limit further engagement with that specific complaint.

Any decision to treat a complaint as vexatious will be documented in writing, communicated to the complainant, and will not affect the client’s right to access external bodies or their therapeutic services (where safe to do so).

Last Updated April 2026

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