Complaints & Feedback 

If you have a concern about your therapy or any aspect of the service I provide, you are welcome to raise it with me.

Where appropriate, you can raise a concern verbally during a therapy session or contact me by email:

Email: hello@chloereidtherapy.co.uk

Many concerns can be resolved through an open conversation. I will listen to your concerns, clarify what has happened and, where possible, work with you to find a satisfactory resolution.

You do not have to raise a concern informally before making a formal complaint.

If you would prefer to make a formal complaint, you can do so in writing by email:

hello@chloereidtherapy.co.uk

Where possible, it is helpful to include:

• your name and contact details;

• a description of your concern or complaint;

• relevant dates or details;

• any relevant correspondence or information; and

• what you would like to happen as a result of your complaint, if applicable.

You do not need to use specific terminology or identify a particular policy or professional standard in order to make a complaint.

If you have difficulty making a written complaint or need a reasonable adjustment, please contact me to discuss an alternative way of providing the information. You may also ask another person to support or assist you in making a complaint.

I will acknowledge receipt of a formal complaint within 7 calendar days, where possible.

I will review the information available to me and may contact you if I need further information or clarification.

As Chloe Reid Therapy is an independent sole-practitioner service, complaints will normally be investigated by me. Where appropriate, I may seek professional advice or discuss aspects of the complaint with my clinical supervisor, while taking appropriate steps to protect your confidentiality and personal information.

I will approach complaints fairly, objectively and sensitively.

I aim to provide a full written response to a formal complaint within 28 calendar days of receiving it.

If a complaint is particularly complex or I need additional information, it may take longer. If this happens, I will let you know and explain the reason for the delay.

My response will normally explain the matters considered, the information taken into account, the findings of the investigation, any action I intend to take and any further options available to you.

If you remain dissatisfied after receiving my response, you can let me know in writing and explain why you remain dissatisfied.

As Chloe Reid Therapy is a sole-practitioner service, any further review will normally be undertaken by me.

I am also an Individual Member of the British Association for Counselling and Psychotherapy (BACP). If your concern relates to my professional or ethical conduct, you may be able to raise it with BACP under its own procedures. BACP's procedures and eligibility requirements apply separately from this complaints procedure.

If your concern relates specifically to the way I have collected, used, stored or otherwise processed your personal information, please contact me in the first instance at:

hello@chloereidtherapy.co.uk

I will consider your concern in accordance with my Privacy Notice and applicable data protection legislation.

If you remain dissatisfied with how your personal information has been handled, you also have the right to contact the Information Commissioner's Office (ICO).

I want the complaints process to be accessible to everyone.

If you have a disability, communication difficulty, language need or another reason why the usual complaints process may be difficult for you to use, please contact me to discuss reasonable adjustments.

You may also ask another person to support or assist you in making a complaint.

I will handle complaints sensitively and confidentially.

Information relating to a complaint will only be shared where there is a legitimate reason to do so, such as where it is necessary to investigate the complaint, obtain professional advice, comply with a legal or professional obligation, or respond to a safeguarding or serious risk concern.

There may be circumstances where information cannot remain confidential, for example where disclosure is required by law or where there is a serious risk of harm to you or another person.

If a complaint raises concerns about the safety or wellbeing of you or another person, safeguarding considerations may need to take priority.

Where I believe there is a serious and immediate risk of harm, I may need to take appropriate action and share relevant information with emergency services or another appropriate professional or organisation.

Where possible and appropriate, I will discuss this with you beforehand.

Feedback is valuable to me, whether it is positive, negative or something you feel could have been handled differently.

Where feedback or a complaint identifies an area for improvement, I will reflect on whether changes to my practice, policies, procedures, training or professional development would be appropriate.

If you would like to raise a concern or make a formal complaint, please contact:

Chloe Reid Therapy
Chloe Reid
Email: hello@chloereidtherapy.co.uk

You can also raise a concern verbally during a therapy session.