Complaints Policy

  1. Introduction
    Fiona Chadwick Counselling & Psychotherapy is committed to providing a high standard of professional and ethical service. If a client has any concerns or complaints about the service provided, they are encouraged to raise these concerns so that they can be addressed promptly and appropriately.
  2. Purpose
    This policy outlines the process for raising and resolving complaints in a fair, confidential, and timely manner. All complaints will be taken seriously and handled with sensitivity and professionalism.
  3. Informal Resolution
    In the first instance, clients are encouraged to discuss any concerns directly with Fiona Chadwick. Many issues can be resolved through open and honest communication, which helps to clarify misunderstandings and address concerns promptly.
  4. Formal Complaint Procedure
    If the issue is not resolved informally, clients may submit a formal complaint in writing. This complaint should include:
  • The nature of the complaint
  • Relevant details, including dates, times, and individuals involved (if applicable)
  • Any steps already taken to resolve the issue
  • The desired outcome of the complaint
  1. Complaint Handling
  • All formal complaints will be acknowledged within five working days of receipt.
  • Complaints will be investigated thoroughly, and a response will be provided within 21 working days. If more time is needed, the client will be informed of the delay and the expected resolution timeframe.
  • Where necessary, mediation or a third-party review may be sought to help resolve the issue.
  1. Confidentiality
    All complaints will be handled in strict confidence. Information will only be shared with relevant parties involved in the resolution process.
  2. External Complaints
    If a client is dissatisfied with the outcome of their complaint, they may escalate their concerns to the Irish Association for Counselling and Psychotherapy (IACP) or any other relevant professional body. Contact details for external bodies will be provided upon request.
  3. Review and Monitoring
    This policy will be reviewed regularly to ensure it remains effective and in line with best practices. Feedback on the complaints process is welcomed to help improve services.

Contact Details
Fiona Chadwick Counselling & Psychotherapy

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