Complaints Policy
Practice: Tranquility Therapy
Business structure: Sole Trader
Data Controller: Sarah Michelle Butler
Policy effective from: 10th September 2026
Review date: 10th September 2027
Purpose of this policy
Tranquility Therapy is committed to providing a professional, respectful and ethical counselling service.
I recognise that there may be occasions when a client is unhappy with an aspect of the service they have received. Clients should feel able to raise concerns openly and without fear that doing so will adversely affect the way they are treated.
This policy explains:
* what is meant by a complaint;
* how a client can make a complaint;
* how complaints will be considered;
* the steps I will take to try to resolve a complaint; and
* what a client can do if they remain dissatisfied.
What is a complaint?
A complaint is an expression of dissatisfaction or concern about Tranquility Therapy, the counselling service provided, or the way in which a particular matter has been handled.
A complaint may relate to matters such as:
* the professional service received;
* communication;
* appointments or administration;
* fees or payments;
* professional boundaries;
* confidentiality;
* the handling or storage of personal information;
* the conduct of the counsellor;
* the way a concern or previous request has been dealt with; or
* any other aspect of the client’s experience of Tranquility Therapy.
A client does not need to use the word “complaint” for a concern to be treated seriously.
Where a client raises a minor concern that can be resolved immediately through discussion, it may not be necessary to use the full complaints process unless the client wishes to do so.
How to make a complaint
Where possible, I encourage clients to raise concerns directly with me in the first instance.
A complaint should normally be made by email to:
The complaint should, where possible, explain:
* what has happened;
* what the client is unhappy about;
* any relevant dates or circumstances; and
* what they would like me to consider doing to resolve the matter.
A client does not need to provide a lengthy or formal written statement. I will consider a complaint fairly based on the information available.
How a complaint will be handled
When I receive a complaint, I will treat it seriously, respectfully and as confidentially as reasonably possible.
I will:
1. acknowledge the complaint;
2. review the concerns that have been raised;
3. consider any relevant records, communications or other information;
4. contact the client if I need further information or clarification;
5. where appropriate, offer to discuss the complaint directly with the client;
6. consider what action, if any, is needed to resolve the matter; and
7. communicate the outcome clearly to the client.
The aim of the process is not simply to decide whether a complaint is “right” or “wrong”, but to understand what has happened and determine whether anything can reasonably be done to resolve the client’s concern.
Discussing the complaint
Where appropriate, I will offer the client the opportunity to discuss their complaint with me.
This may take place by telephone, online, in person, or through written communication depending upon the circumstances and the client’s preference.
The purpose of that discussion will be to:
* understand the client’s concerns;
* clarify what has happened;
* allow the client to explain how they have been affected;
* explain my understanding of the situation; and
* explore whether the matter can be resolved.
A complaint will not automatically bring counselling to an end. However, depending upon the nature of the complaint and the circumstances of the therapeutic relationship, it may be necessary to discuss whether continuing to work together remains appropriate.
Resolving complaints
I will seek to resolve complaints fairly and proportionately.
Depending upon the circumstances, resolution may include:
* providing an explanation;
* acknowledging that something could have been handled differently;
* apologising where appropriate;
* correcting inaccurate information;
* taking action to prevent a similar issue arising again;
* changing an administrative or working process;
* discussing how the therapeutic relationship might move forward; or
* offering a refund, either in full or in part, where I consider this appropriate.
The appropriate response will depend upon the individual circumstances of the complaint.
An apology or refund will not automatically mean that Tranquility Therapy accepts legal liability.
Outcome of the complaint
Once I have considered the complaint, I will explain the outcome to the client.
The response will normally include:
* my understanding of the complaint;
* the outcome of my consideration;
* any action I have taken or intend to take;
* any proposed resolution; and
* what further options may be available if the client remains dissatisfied.
Where possible, I will try to resolve complaints directly and constructively with the client.
Complaints involving personal information
If a complaint relates to the collection, use, storage, security or disclosure of the client’s personal information, it will also be dealt with in accordance with the Tranquility Therapy Data Protection Policy.
This may include complaints about:
* the security of client information;
* information being disclosed inappropriately;
* inaccurate information;
* retention of personal information;
* a suspected personal data breach; or
* the handling of a Subject Access Request.
The Data Protection Policy explains how these concerns are handled and the client’s rights in relation to their personal information.
If the client remains dissatisfied
I will make reasonable efforts to resolve a complaint directly with the client in the first instance.
If the complaint relates specifically to data protection or information rights and the client remains dissatisfied after Tranquility Therapy has considered the matter, the client may raise their concern with the Information Commissioner’s Office (ICO).
The ICO is the UK regulator responsible for data protection and information rights.
Complaints about other aspects of the counselling service are not ordinarily matters for the ICO.
Where another external complaints or professional-conduct process is available in relation to the counselling service, information about that process will be provided to the client where applicable.
Complaints will not disadvantage clients
A client will not be treated adversely simply because they have made a complaint.
Complaints will be considered professionally and respectfully.
If counselling continues while a complaint is being considered, I will remain mindful of the impact the complaint may have upon the therapeutic relationship and will discuss this openly with the client where appropriate.
Confidentiality and records
Information relating to a complaint will be handled confidentially and only used for the purpose of considering, responding to and recording the complaint, except where disclosure is required by law or is otherwise necessary in accordance with Tranquility Therapy’s professional obligations.
Relevant records of the complaint, investigation and outcome will be retained securely in accordance with the Tranquility Therapy Data Protection Policy.
Learning from complaints
Complaints provide an opportunity to identify whether anything within Tranquility Therapy’s processes or working practices could be improved.
Where appropriate, I will consider whether a complaint identifies a need to:
* change a process;
* update a policy;
* improve communication;
* undertake further professional reflection or development; or
* take another reasonable step to reduce the likelihood of the same issue arising again.
Review of this policy
This policy will be reviewed periodically and updated where necessary to reflect changes in Tranquility Therapy’s practice, professional requirements or related policies.
