Couple Counselling Lothian’s Complaints Procedure

If you have any issue with our service and wish to make a complaint please phone or write to the Practice Manager at 9a Dundas St Edinburgh EH3 6QG, 0131 556 1527. The following is an explanation of the complaints procedure.  Contact details for COSCA, the professional body for counselling and psychotherapy in Scotland are included there.

INFORMAL STAGE

When a complaint is received, either in person or writing or by telephone, it should be referred to the Practice Manager with a copy to the Director.  The Practice Manager should:

  • Discuss the complaint with the client
  • Suggest to the client, before deciding whether or not to take the matter further, to discuss the matter with the counsellor at the next session, if they feel able to do this
  • Contact the counsellor and his/her supervisor before the next meeting with the client

FORMAL STAGE 1 (If the client is still unhappy and wishes to make a formal complaint in writing)

On receipt of the written complaint the following steps must be taken by the Practice Manager:

  • Send a letter of acknowledgement to the client within three working days.
  • Inform the counsellor and his/her supervisor of the complaint and arrange a meeting to discuss the issue.
  • Inform the Director.
  • After meeting, contact the client within 28 days either by telephone or letter and say what action has been taken.  If this is satisfactory with the client close the case.  If not, arrange a meeting with the Director and member of the Council of Management to discuss case and meet with the counsellor and his/her supervisor.
  • Write to the client with the outcome.

FORMAL STAGE 2 (If client is still unhappy)

  • Client is invited to write to the Chair of the Council of Management or his/her nominee.
  • Chair or nominee to send a letter of acknowledgement and advise Director, Practice Manager, counsellor, supervisor, and Council of Management.
  • Chair or nominee to convene a meeting of appropriate parties.
  • Outcome of meeting to be conveyed to all parties and to Complainant in writing within 28 days.

If Complainant is not satisfied with outcome, he/she should be advised to apply to COSCA Complaints Procedures at 16 Melville Terrace, Stirling FK8 2NE, telephone 01786475140.  All documentation regarding the complaint should be kept and a photocopy given to the COSCA representative if the professional body requests evidence of CCL’s processing of the complaint.