How to make a complaint

If you ever have any issue with the service you receive please follow the procedure set out below.

  1. In the first instance please do not hesitate to raise any issues with the individual counsellor and then the agency manager . The agency is always willing to discuss any aspect of the care / service you receive.
  2. If the issue is not satisfactorily resolved by discussion with either the counsellor or the manager then feel free to contact the Professional body the Association of Christian Counsellors the (ACC). Their contact number is 024 7663 6792 or 0845 124 9569/9570 and ask for contact with The Executive Chair or the Registrar

Membership details of the counsellor can be given on request.

The following will then happen according to the ACC complaints procedure

  1. Complaint enquiry or submission received (7 working days to acknowledge)
  2. Initial assessment in consultation with our Registry Advisory Panel (RAP) takes place
  3. Once accepted an investigator is appointed and subsequently reports
  4. Pre-assessment panel examines the evidence submitted by the investigator
  5. They can decide there is not sufficient evidence to proceed in which case an appeal is possible;
    or they can escalate the complaint to a Disciplinary Panel.
  6. The panel meets, and both parties are invited to attend and can make statements or answer questions
  7. This panel reports an outcome and either party can appeal this if unacceptable to them.
  8. If there is no appeal and the complaint was upheld the outcome is published on the ACC website.
  9. If an appeal is lodged – a totally new panel is appointed, holds a hearing and makes a decision.
  10. They can uphold or alter the original Disciplinary Panel findings. There is no further appeal.

You can see our Data Protection Complaints Procedure here.