Complaints & Dispute Resolution Policy

1. Introduction

At Faircare Counselling, we are committed to providing high-quality mental health support in a safe, respectful, and professional environment. We understand that, on occasion, clients may have concerns about our services. This policy outlines how you can raise a complaint and how we will handle the resolution process.

Our aim is to resolve complaints fairly, efficiently, and transparently, ensuring the best possible experience for all clients.

2. How to Raise a Complaint

If you have a concern about your experience with Faircare Counselling, we encourage you to reach out as soon as possible. Complaints may relate to:

• The quality of counselling services received.
• Issues regarding therapist-client interactions.
• Administrative or payment concerns.
• Any other dissatisfaction with Faircare’s services.

You can submit a complaint in the following ways:

📧 Email: Send a detailed explanation of your concern to [email protected]m.
📞 Phone: Contact us at +44 7395 335182 to discuss your issue with our team.

To help us address your concern effectively, please include:
✔️ Your full name and contact details.
✔️ A clear description of the issue.
✔️ The date(s) of the incident or concern.
✔️ Any relevant supporting information (e.g., emails, payment receipts).

3. Our Complaint Handling Process

Once a complaint is received, we will follow this process:

1️⃣ Acknowledgement:

• We will confirm receipt of your complaint within 2 working days.

2️⃣ Investigation & Review:

• The complaint will be reviewed by our management team.
• If the complaint involves a therapist, we may consult with them while maintaining confidentiality.

3️⃣ Response & Resolution:

• A full response will be provided within 10 working days.
• If more time is needed, we will inform you of the expected timeline.
• We will aim to offer a fair resolution, which may include:
• A therapist change (if applicable).
• Adjustments to administrative concerns.
• Further clarification or support.

4️⃣ Escalation (If Needed):

• If you are not satisfied with the outcome, you may request a further review by senior management.
• In rare cases where a resolution cannot be reached, external mediation may be considered.

4. Confidentiality & Fair Treatment

• All complaints are handled confidentially and with sensitivity.
• Making a complaint will not affect your right to access therapy services.
• We are committed to addressing concerns without bias or discrimination.

5. Contact Us

If you have any questions about this policy or wish to submit a complaint, please contact us:

📧 Email: [email protected]m
📞 Phone: +44 7395 335182

We value your feedback and are committed to continuous improvement. Thank you for trusting Faircare Counselling.