Comprehensive Complaints Handling Policy

Helen Collins
Beyond Belief Emotional Coaching
Effective Date: 01/01/25

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1. Introduction

At Beyond Belief Emotional Coaching, we are dedicated to delivering exceptional therapy services tailored to your emotional well-being. Our complaints handling policy ensures that any concerns you may have are addressed in a fair and timely manner, fostering trust and transparency. If you have feedback or issues, we encourage open communication to resolve matters effectively. With our commitment to professionalism and respect, we aim to provide clarity and support at every step. Learn more about our complaints handling policy and experience a service centred on your satisfaction and care

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2. Raising a Concern or Complaint

If you are unhappy with any aspect of the therapy you are receiving, you are encouraged to:

• Raise the issue directly with me as soon as possible.

• You can do this verbally during a session or in writing via email or letter.

• I will treat all complaints seriously and address them with professionalism and respect.

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3. How Your Complaint Will Be Handled

• Acknowledgement: I will acknowledge receipt of your complaint within 5 working days.

• Investigation: I will carefully review the concerns raised. This may include inviting you to a meeting to discuss the matter further.

• Response: I aim to provide a written response, including any proposed resolution, within 20 working days of receiving the complaint.
  If more time is needed (for example, due to the complexity of the issue), I will inform you of the delay and keep you updated.

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4. Possible Outcomes

Possible outcomes of a complaint may include:

• Clarification of misunderstandings

• An apology, where appropriate

• Agreement on a plan for how we will move forward

• Referral to another therapist if you prefer

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6. Confidentiality

All complaints will be handled confidentially.
Details will only be shared with those necessary for addressing the complaint or where required by law, professional regulation, or ethical standards.

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7. Record Keeping

Records of complaints, investigations, and outcomes will be kept securely and separately from clinical records in accordance with data protection laws (GDPR and the Data Protection Act 2018).

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8. Review of Policy

This Complaints Policy is reviewed annually or sooner if required by changes in law, regulation, or professional standards.

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