Complaints procedure

At Peace and Minds, we are committed to providing a high standard of genuine, heartfelt, and confidential counselling support. We value all feedback and take any concerns seriously, as they help us improve our service and maintain the trust of those we support.

We encourage you to raise any concerns or complaints as soon as possible so we can address them promptly and fairly.

1. Informal Resolution (Recommended First Step)

In most cases, concerns can be resolved directly and informally. We warmly invite you to discuss any issues with your therapist during or after a session, or by contacting them directly (via secure email or the agreed channel). Many matters are resolved quickly through open, honest conversation.

If you feel uncomfortable speaking directly with your therapist, or if the concern involves administrative matters, please contact us or email us at info@peaceandmindscounselling.co.uk

We aim to acknowledge your concern within 3 working days and respond fully within 10–14 working days.

All communications will be treated with the utmost confidentiality, in line with our privacy policy and GDPR requirements.

2. Formal Complaint

If the matter is not resolved informally, or if you prefer to make a formal complaint from the start, please submit it in writing (email) to info@peaceandmindscounselling.co.uk. Include:

  • Your full name and contact details

  • Details of the concern/complaint (including dates, sessions involved, and any relevant information)

We will:

  • Acknowledge receipt within 3 working days

  • Investigate fairly and impartially (this may include speaking to relevant parties while maintaining confidentiality where possible)

  • Provide a written response, including any findings and proposed resolution, usually within 28 working days (or inform you if more time is needed due to complexity)

Complaints should normally be made within 3 years of the events (or within 3 years of ending counselling for client-related matters), though we will consider older concerns where it is in the public interest or there are exceptional circumstances.

We cannot handle complaints about:

  • The effectiveness of therapy (as outcomes vary and are not guaranteed)

  • Matters of a purely legal nature or claims for compensation (these should be pursued through appropriate legal channels)

3. Escalation to Professional Bodies

If you remain dissatisfied with our response, or if your concern relates to a potential breach of professional standards/ethics, you may escalate to the relevant professional body your therapist is registered with:

Please check your therapist's profile or ask us for confirmation of their registration.

4. Our Commitment

We handle all complaints respectfully, confidentially, and without retaliation. Records of complaints are kept securely and only for as long as necessary (in accordance with data protection laws).

Anonymous complaints may be considered at our discretion, but we may be limited in how fully we can investigate them.

We appreciate you bringing any concerns to our attention — it reflects your trust in us and helps ensure the best possible support for everyone .If you have any questions about this procedure, please contact us at info@peaceandmindscounselling.co.uk.

5. Further information

For more information on how we hold and handle data, please see our full Privacy Policy. To see how work, read our Working Agreement.

Last updated: 15/01/2026