Complaints Procedure

Last Updated: June 2026

Walled Garden Counselling is committed to providing a thoughtful, professional and ethically grounded counselling service. If any aspect of your experience falls short of your expectations, concerns may be raised through the process outlined below. All feedback and complaints are treated seriously, respectfully and with appropriate confidentiality.

Complaints Procedure for Walled Garden Counselling

At Walled Garden Counselling, every effort is made to provide a professional, ethical and respectful counselling service.

Counselling is built upon trust, openness and collaboration. Feedback is welcomed and concerns are taken seriously. Where difficulties arise, Walled Garden Counselling is committed to addressing them fairly, respectfully and in a timely manner.

This Complaints Procedure explains how concerns or complaints may be raised and how they will be handled.

Commitment to Professional Standards

Walled Garden Counselling is committed to:

  • Providing counselling services with care, professionalism and integrity;

  • Maintaining appropriate professional boundaries;

  • Working in accordance with applicable legal and ethical obligations;

  • Engaging in ongoing professional development and clinical supervision;

  • Responding appropriately to concerns, complaints and feedback.

Where concerns arise, clients are encouraged to raise them as early as possible so that they may be addressed constructively.

Raising a Concern Informally

Many concerns can be resolved through open discussion.

If you are dissatisfied with any aspect of the counselling service, you are encouraged, where you feel comfortable doing so, to raise the matter directly with the Counsellor.

This may provide an opportunity to clarify misunderstandings, review expectations and resolve concerns without the need for a formal complaint.

Raising a concern will not affect your right to make a formal complaint at a later stage.

Making a Formal Complaint

If you feel that a matter has not been resolved informally, or if you prefer to make a formal complaint from the outset, you may do so in writing.

Complaints should be submitted by email to: walledgardencounselling@gmail.com

Please include:

  • Your name;

  • Contact details;

  • A description of the concern or complaint;

  • Relevant dates where applicable;

  • Any information you believe may assist in understanding the matter.

Providing clear information helps ensure that concerns can be reviewed thoroughly and fairly.

Acknowledgement of Complaints

A formal complaint will normally be acknowledged within seven working days of receipt.

The acknowledgement may:

  • Confirm that the complaint has been received;

  • Request further information if necessary;

  • Outline the next steps in the review process.

Review and Response

Complaints will be reviewed carefully and impartially.

Where appropriate, information may be considered from:

  • Client records;

  • Administrative records;

  • Professional supervision discussions (without breaching confidentiality);

  • Relevant policies and procedures;

  • Any information provided by the complainant.

A written response will normally be provided within twenty-eight working days of receiving the complaint.

Where additional time is required due to the complexity of the matter, you will be informed of the revised timeframe.

Possible Outcomes

Following review, outcomes may include:

  • Clarification of events or misunderstandings;

  • An explanation of decisions or actions taken;

  • An acknowledgement that improvements could have been made;

  • An apology where appropriate;

  • Changes to procedures or practice where necessary;

  • Confirmation that no further action will be taken.

Each complaint is considered individually and outcomes will depend on the circumstances involved.

Professional Membership

The Counsellor is a member of the British Psychological Society (BPS).

Where a complainant remains dissatisfied after the completion of the internal complaints process, they may wish to seek independent guidance regarding any professional concerns.

Please note that professional bodies have their own procedures, criteria and jurisdiction regarding complaints and professional conduct matters.

Confidentiality During Complaints

Information relating to a complaint will be handled sensitively and only shared where necessary to:

  • Investigate the complaint;

  • Obtain professional advice;

  • Meet legal or regulatory obligations;

  • Protect the rights, safety or wellbeing of those involved.

Records relating to complaints may be retained in accordance with professional, legal and insurance requirements.

Vexatious, Abusive or Unreasonable Complaints

Walled Garden Counselling is committed to treating all complainants with respect and fairness.

Equally, respectful communication is expected throughout the complaints process.

The Practice reserves the right to limit or discontinue correspondence where communications become:

  • Abusive;

  • Threatening;

  • Harassing;

  • Discriminatory;

  • Repetitive without new information;

  • Unreasonably excessive.

Any such decision will be made carefully and proportionately.

Learning and Improvement

Complaints and feedback are taken seriously and may be used to improve professional practice, client experience and service delivery.

Where appropriate, policies, procedures and systems may be reviewed following the outcome of a complaint.

Contact

Formal complaints should be sent to:

Walled Garden Counselling
Katherine Anne Yeilding
walledgardencounselling@gmail.com