Complaints policy 

Physis Affordable Counselling (PAC) aims to offer a safe, respectful and good quality counselling service. If you are unhappy with any part of our service, we want to hear about it. All complaints are taken seriously and handled fairly, respectfully and confidentially.

 

We welcome your feedback, and you will not be treated any differently for raising a concern.

 

This policy covers complaints from clients and people who have enquired about our service. Complaints about our trainee counsellors are also covered. Our counsellors are students of Physis Scotland, so the outcome of a complaint may also be shared with Physis Scotland's training team where appropriate.

 

Who can complain

 

You can make a complaint if you: 

• are, or have been, a client of PAC

• have enquired about or been assessed for counselling with PAC

• anyone from another/third party organization who has enquired about PAC, or who is working with or representing someone who is using or has used our service.

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Complainants have up to one year after the incident they wish to complain about for their complaint to be made and accepted for investigation. Any complaint received after this timeframe will not be accepted for investigation.

 

Raising a concern informally Physis Affordable

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Counselling believes that most concerns can be resolved through open discussion, with support where needed. We ask that you raise any concern informally first.

 

If you feel comfortable, you can mention a concern to your counsellor in a session. You do not have to do this.

 

You can also speak to our Placement Manager, who manages PAC and handles complaints. They will listen to your concern and work with you to try to resolve it.

 

You will never be asked to meet your counsellor, or anyone you are complaining about, as part of this process.

 

If you have raised your concern informally and are still not satisfied, you can make a formal complaint. Please follow the guidance under “Making a formal complaint”. 

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Making a formal complaint

 

If you have raised your concern informally and are still not satisfied, you can make a formal complaint. Please send it in writing, marked “Confidential”, to the Placement Manager:

 

Email: contact@edinburghcounselling.org

 

Post: Placement Manager, Physis Affordable Counselling, 22 Drumsheugh Gardens, Edinburgh, EH3 7RN

 

Please include:

• what your complaint is about, and when it happened

• who was involved

• what steps you have already taken to resolve it informally, and the outcome

• what you would like to happen

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Who handles your complaint

The Placement Manager will handle most complaints. Depending on what the complaint is about, it may be passed to: 

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• our Safeguarding Officer, if it raises concerns about anyone's safety 

• a Director, if it is serious, involves the Placement Manager, or needs a more senior decision

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We will always tell you who is handling your complaint.

 

What happens next ​

1. We will acknowledge your complaint within 5 working days.

2. We will look into it. This may include speaking to you, your counsellor and anyone else involved.

3. We will send you a written response within 20 working days, explaining what we found and any action we will take.

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If we need more time, we will let you know why and when to expect a response.

 

Your counselling during a complaint

 

If your complaint is about your counsellor, your sessions with them will be paused while the complaint is looked into. The Placement Manager will talk through your options with you.​