1. Clinical & Data Protection Complaints Policy

Clinical Complaints

If you have any questions or complaints about my professional conduct, I encourage you to email me or discuss it in your next session to see if we can resolve the issue. If we are unable to resolve your concern or if you prefer not to approach me directly, you may contact the BACP directly at www.bacp.co.uk and they will address your concerns through their complaints procedure detailed here: How to Complain About a BACP Member.

Legal Framework

I am currently based in the UK and work in accordance with English law. Any complaints or disputes are subject to English law.

GDPR Privacy Notice and Data Protection Policy

This notice describes what personal data we collect from you and how we store and process it as part of the counselling services provided by Henrietta Ray. In the course of our practice, we will collect, process and store personal data as a data controller.

We would like to reassure you that we adhere to all laws and procedures relating to the UK General Data Protection Regulation (UK GDPR), Data Protection Act 2018, and other applicable data privacy legislation, and will only use your personal data to provide you with the specific service or services you explicitly agree to. We are registered with the Information Commissioner’s Office (ICO) under registration reference ZB540464.

Complaints Procedures

I am committed to providing a professional, ethical, and respectful service. If you are unhappy with any aspect of our work together, I encourage you to raise your concerns. Feedback and complaints are taken seriously and will be responded to with care, transparency, and respect.

I recognise that concerns and complaints can arise when there has been a misunderstanding, disappointment, communication difficulty, or rupture in the therapeutic relationship. Wherever possible, I aim to address concerns openly and collaboratively.

You can expect your complaint to be:

• Acknowledged promptly;
• Taken seriously and not dismissed or minimised;
• Responded to respectfully and professionally;
• Handled in a timely manner;
• Considered fairly and thoughtfully;
• Addressed with clear communication about next steps and expected timeframes;
• Managed in accordance with my professional and legal obligations, including UK GDPR and data protection legislation.

Making a complaint will not affect your right to receive respectful treatment or access information about how your complaint is being handled.

How to Make a Complaint

If you have a concern or complaint (whether clinical or regarding your data protection rights), please contact me directly by email at [email protected].

Please provide as much information as you feel comfortable sharing, including:

• What happened;
• When the issue occurred;
• The impact it has had on you;
• What outcome you are seeking, if known.

You may also choose to discuss clinical concerns during a therapy session if that feels appropriate.

What Will Happen Next

Step 1: Acknowledgement
• For Clinical Complaints: I will personally acknowledge receipt of your complaint within 48 hours (excluding periods of planned leave, which will be communicated in advance where possible).
• For Data Protection Complaints: In accordance with statutory requirements, I will formally acknowledge your data concern within 30 days of receipt.

This acknowledgement will confirm receipt, outline the next steps, and provide an estimated timeframe for a full response.

Step 2: Review
I will carefully review the concerns you have raised and any relevant records or correspondence. Where appropriate, I may invite further discussion to better understand your experience and the impact of what has occurred. My aim is not simply to determine what happened, but also to understand how the situation has affected you and whether repair or resolution is possible.

Step 3: Response
I aim to provide a full written response within 14 calendar days of receiving a clinical complaint, and without undue delay for data complaints. If additional time is needed, I will inform you of the reason and provide an updated timeframe.

My response will include a summary of the concerns raised, my understanding of the issues, any findings arising from my review, actions I will take as a result, and information about further options available to you if you remain dissatisfied.

Resolution and Remedies

Depending on the nature of the complaint, possible outcomes may include an explanation or clarification, an acknowledgement of mistakes or shortcomings, an apology where appropriate, changes to policies, procedures, or practice, referral to an alternative practitioner if appropriate, or a partial or full refund of fees where I determine this to be a fair and reasonable response.

Financial compensation beyond fees already paid is not normally available through this complaints process.

Escalating a Complaint

Data Protection and Confidentiality

Information provided as part of a complaint will be handled confidentially and in accordance with UK GDPR and applicable data protection legislation. Complaint records may include correspondence, notes, clinical records where relevant, and documentation relating to the investigation and outcome. Your information will be processed for the legitimate purpose of reviewing, responding to, and resolving the complaint, and for meeting professional, ethical, legal, and insurance requirements. Complaint records will be retained only for as long as necessary to fulfill these purposes and in accordance with my data retention policy. You have rights regarding your personal data, including the right to request access to information held about you, subject to any legal or professional limitations. Further information can be found in my Privacy Notice.

Commitment to Learning

Complaints can provide valuable opportunities for reflection and improvement. Where appropriate, I will use feedback and complaints to review my practice, strengthen professional standards, and improve the quality of the service I provide.