Complaints Policy

Applies to: Mind & Meaning Therapy clients and prospective clients.

Owner: Mark Shipton, BACP Registered Therapist (MBACP)

Effective from: 20/08/25
Version number: 1.0

At a glance

  • I will always aim to handle complaints fairly and promptly. I have designed a system that is easy to follow.
  • Three steps:
    1. Informal resolution with your therapist.
    2. Formal complaint reviewed and investigated by my independent clinical supervisor.
    3. Escalation to BACP.
  • You can escalate to the BACP Professional Conduct Procedure at any point. I will cooperate fully.
  • If your concern is about data protection, you can also raise it with the Information Commissioner’s Office (ICO).
  • I will make reasonable adjustments so everyone can use this process.

1) Purpose and scope

This policy sets out how I handle complaints about my services, conduct, communication, payment and access arrangements. It does not replace your right to complain to the British Association for Counselling and Psychotherapy (BACP) under its Professional Conduct Procedure.

2) My principles

I aim to:

  • Be accessible, with support on request for language or disability needs;
  • Be fair and transparent, separating handling from any potential conflict of interest;
  • Keep you informed with clear timeframes;
  • Protect confidentiality and privacy within legal and safeguarding limits;
  • Learn from complaints and improve my practice, in line with the BACP Ethical Framework.

3) How to raise a concern

Please submit any concerns in writing via email at:

  • Email: hello@mindandmeaning.co.uk

4) What counts as a complaint

Any expression of dissatisfaction about my services or conduct where a response is expected. Examples include communication concerns, boundaries, cancellations or payments, access needs, or privacy worries. Safeguarding or serious risk concerns may be managed through separate urgent processes.

5) What is out of scope

  • Emergencies or immediate risk. Please contact emergency services or your GP, or use crisis resources.
  • Legal claims or insurer claims.
  • Data protection rights requests. You can make these to us directly, and also complain to the ICO if unhappy with our response.

6) The process

Step 1. Informal resolution

  • Raise your concern with your me at the earliest opportunity.
  • I aim to acknowledge within 7 working days and aim to resolve within 14 working days.
  • Resolution might include an explanation, a refund, an apology, changes to how we work together, or other reasonable steps.

Step 2. Formal complaint

If you are not satisfied, or if the matter is serious, please make a formal complaint.

How to submit

  • Email hello@mindandmeaning.co.uk with the subject line “Formal complaint”.
  • Include what happened, when, who was involved, what outcome you seek, and any supporting information.

What I will do

  • Acknowledge within 7 working days.
  • Appoint an investigator who was not involved in the events. This is usually my independent clinical supervisor or external clinician.
  • Investigate by reviewing records, relevant policies, and, if needed, speaking with directly
  • Outcome within 28 working days where possible. If it will take longer, we will tell you why and give a revised date.
  • Possible outcomes include explanations, apologies, remedial action, refunds, changes to processes, or no upheld findings.
  • I will send you a written decision summarising what was looked at, what was decided, why, and your review options.

Step 3. You agree or disagree with the outcome

If you remain dissatisfied with the outcome, we can discuss in more detail and should you present any other factors or information in the process, I may decide the initial decision should not change. I am happy to discuss via email or on the phone - please not calls may be recorded - but you will be made aware of this should it happen.

Step 4. External escalation to BACP

If you are unhappy with the complaints process and do not agree with my outcome.

You can take your concern to the BACP Professional Conduct Procedure (PCP) at any time. The BACP site explains eligibility, process and outcomes, and provides a complaint guide and contact details. I will cooperate with any BACP investigation.

BACP complaints link:

Data protection concerns

If your complaint is specifically about how I handled your personal data, you may complain to the ICO. The ICO generally expects you to raise the matter with me first and allow up to one month for a response.

7) Safeguarding, risk and confidentiality

  • We respect client confidentiality in line with the BACP Ethical Framework. There are limits, for example where there is a serious risk of harm or where disclosure is required by law.
  • If a complaint indicates a risk of harm, we may take steps to protect you or others while we also progress the complaint.

8) Accessibility and reasonable adjustments

We will provide this policy in alternative formats on request and will make reasonable adjustments to help you raise and pursue a complaint.

9) Recording and data protection

  • I keep a record of complaints, investigations and outcomes digitally.
  • I normally retain complaint records for at least six years to meet legal and insurance obligations.
  • For complaints about data protection, I will abide by ICO guidance.

10) Vexatious or malicious complaints

I will always consider the substance of any complaint. However, if conduct or communication regarding the complaint is abusive, discriminatory or persistently unreasonable, I may set communication boundaries or refuse to continue the internal complaint procedure. This does not affect any right to contact BACP.

12) Learning and improvement

I will review any complaints to identify ways to improve, and may update this policy and undertake any training accordingly, consistent with the BACP Ethical Framework.

Contact

  • Complaints lead: Mark Shipton
  • Email: hello@mindandmeaning.co.uk
  • Registered address: Mind & Meaning Therapy LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ