Complaints Policy

Introduction

I am committed to providing a high‑quality, ethical counselling service through my private practice, The Gentle Rising. Feedback is welcomed, and complaints are taken seriously as an important part of maintaining safe, effective practice.

As a registered member of a Professional Body, I work in accordance with their Ethical Framework and Code of Conduct. This ensures that all concerns are handled with care, transparency, and professionalism.

Policy Statement

I aim to offer counselling that meets the needs and expectations of my clients. Open communication is encouraged, and constructive feedback helps me continually improve the service I provide.

All complaints will be handled promptly, fairly, and confidentially.

Definitions

Complaint  

An expression of dissatisfaction or concern about any aspect of the counselling service, including content, delivery, communication, or administration.

Complainant  

An individual or organisation raising a concern about the service they have received.

How to Make a Complaint

If you wish to raise a concern, please submit your complaint in writing via email.

You can contact me at: hello@thegentlerising.co.uk

Please describe your concern as clearly as you can, including any relevant dates or details. I will acknowledge your complaint and respond in a timely and thoughtful manner.

If your concern relates specifically to how your personal information has been handled, please refer to the Data Protection Complaints section below.

Data Protection Complaints

(Required under the ICO Data Use and Access Act 2025)

If you have a concern about how I handle your personal information, I want to hear from you.

How to raise a concern

You can contact me by email or letter using the contact details in this notice.

Please describe your concern as clearly as you can, and include any relevant dates or details.

What happens next

I will acknowledge your complaint within 30 days of receiving it.

I will then look into your concern and respond to you without undue delay.

If you remain dissatisfied

If you are not satisfied with my response, you have the right to make a complaint to the Information Commissioner’s Office (ICO) at ico.org.uk or by calling 0303 123 1113.