Concerns deserve to be heard properly.

Start with a conversation, where appropriate

If your concern is about something that has happened in therapy, you may wish to discuss it directly with your counsellor. Some concerns can be resolved through an open conversation.

How to make a formal complaint

Email our Complaints Team at complaints@theashcounselling.co.uk.

We aim to acknowledge complaints within 2 working days.

What to include

Please include as much of the following as you feel able to provide:

• your name and contact details;
• the name of your counsellor, if relevant;
• the date or dates of sessions or incidents;
• a clear description of your concern;
• what outcome you would like us to consider; and
• any relevant supporting information.

What happens next

When a formal complaint is received, The Ash Counselling will:

• acknowledge receipt, normally within 2 working days;
• appoint an appropriate senior person to review or investigate the complaint;
• review relevant records and information;
• seek information from relevant members of the team where necessary;
• aim to provide a full response within 10 working days; and
• keep you informed if the matter requires more time.

Possible outcomes

Our written response may include findings, an apology where we have fallen short, actions to reduce the likelihood of a similar issue recurring, an appropriate remedy where relevant, and information about any further route available to you.

If you remain dissatisfied

The Ash Counselling is a BACP organisational member. BACP advises clients of organisational members to use the organisation's internal complaints procedure first. Depending on the circumstances and membership status involved, you may then be able to raise concerns with BACP or another relevant professional body.

You may also seek independent advice where appropriate.

Support during the complaints process

• You can ask a friend or advocate to support you in a meeting.
• We can provide information in a different format where reasonably possible.
• We will seek to protect your ongoing therapeutic relationship where appropriate.
• Alternative counselling arrangements may be considered where necessary.

Learning from complaints

We use complaints and concerns to review our services, procedures, training and professional standards. The aim is not only to resolve an individual concern, but to learn from it where there is something the organisation can improve.

Last updated: September 2026.