1. Introduction
If any of our service users is unhappy with any part of our service, or if they have a complaint to make, we would like to know about it as soon as possible in order to resolve the situation quickly. All complaints will be treated seriously and confidentially.

2. Aims

– To enable a complaint to be investigated in a fair manner
– To enable complaints to be resolved as speedily as possible
– To allow consequences of mistakes to be put right without unnecessary conflict
– To improve the quality of the service

3. Access to this Complaints Policy document
This Complaints Policy can be accessed as follows:

– A copy is available on the notice board in the public waiting area of all Hope Bereavement Support premises
– A hard copy can be requested by phone, email, letter or in person from the HBS office
– Although we do not have the resources to produce this policy in multiple languages and formats, it can be translated, viewed in larger text and read out loud using standard online tools like Google Translate

Information in our Client Information sheet and Volunteer Induction ensures that everyone we work with knows about this Complaints Policy.

4. Who can complain

– Anyone who is using the counselling service
– Anyone who has used the counselling service within the past three years
– Anyone who has enquired about the counselling service or is on the waiting list
– Anyone from another organisation who has enquired about our service, or who is working with or representing someone who is using or has used the service
– Anonymous complaints will be investigated by the Director or the Chair, who will use discretion in assessing what action should be taken.

5. Time limits for complaints
Complaints can be accepted up to three years from the time of the problem arising. If the complaint refers to specific client work the maximum is three years from the date the client ended counselling with HBS. However, it is much easier to sort out difficulties if the complaint is brought to our attention as quickly as possible.

6. How to Make a Complaint
If you are receiving our counselling service, please try to talk your concerns over with your counsellor if you can.
A formal complaint should be made in the first instance to the Director and the management team. This can be in person by appointment, by telephone, or in writing by email or letter. Please contact:

Ansa Ahmed, Director
Hope Bereavement Support
53 Coldcotes Avenue
Leeds LS9 6ND

Please contact the Director by email: ansa@hopebreavementsupport.com
If you have any difficulty making a complaint in person or in writing, please let us know and we will try to help you.

7. Scope of Complaints
Complaints made under this Policy may cover paid staff, volunteer counsellors or receptionists, Board members, and other volunteers or contractors acting for or on behalf of the HBS Counselling Service.

8. Confidentiality and Communications
Every complaint will be treated with care and confidentiality. We will attempt to communicate clearly and directly with all complainants or their representatives in a timely manner, as described below.

9. Safety of Clients
If a complaint relates to the conduct of a counsellor in counselling, at all times the client’s safety will be a primary consideration. Suspension of counselling and/or disciplinary proceedings may take place at any stage of the complaints process, if appropriate.

10. Complaints Process
Stage 1 – Informal Complaint
Every opportunity will be taken at the time of the initial complaint to settle the concern informally. This may include telephone conversations and/or face to face meetings or written explanation of the reasons for a decision taken. We understand how difficult it is to raise a concern. However, we advise that the complaint or concern should be made to the counsellor, volunteer, contractor, or coach in question at this stage. If the Director is the subject of the complaint, then a designated member of the Board will undertake to respond to the complaint and manage the complaints policy.
If the complainant remains dissatisfied with the outcome of discussions at this stage then a formal written complaint can be made.

Stage 2 – Formal Complaint
A formal complaint will be acknowledged in writing by the Director within seven days. A copy of the Complaints Policy will be enclosed. If an employee, volunteer or contractor of the HBS Counselling Service is the subject of the complaint, they will be sent a copy of the complaint along with the Complaints Policy.

Investigation of the Complaint
An independent and impartial person or persons with relevant experience will be appointed by the Board of Trustees to investigate the formal complaint. They will be independent of the HBS Counselling Service and the complainant, and all parties involved will be given the opportunity to declare a conflict of interest with them. The investigator(s) will make a thorough and confidential investigation of the complaint, contacting both the complainant and the person complained against.

The investigator will have access to relevant documents and policy papers within the HBS Counselling Service and to staff members, if appropriate. They may ask for evidence from either party and if this is sought in person, they will meet with each party separately. All parties will have the right to be accompanied, and/or be represented, by a supportive person of their choice. The complainant and the party or parties complained against and/or their representative will not be asked to attend any meetings together.

The investigator will make a written response to the complainant within twenty-eight days, a copy of which will be sent to the HBS Counselling Service and the person complained against. If it proves not possible to respond within 28 days, the complainant will be informed of any reasons for a delay. All investigations will be completed and responded to within a maximum of six months.

The investigator(s) will make a written response to the complainant within twenty-eight days, a copy of which will be sent to the HBS Counselling Service and the person complained against. If it is not possible to respond within 28 days, the complainant will be informed of any reasons for a delay. All investigations will be completed and responded to within six months.

The investigator(s) will make recommendations regarding the action required to bring about the resolution of the complaint and any sanctions which they may consider appropriate to apply to either party. In such circumstances, they will also provide instructions for the monitoring of the fulfilment of said actions or sanctions. Examples of possible sanctions would include:

A formal apology to the complainant
A requirement to undertake further relevant training
Suspension of the person concerned from their work at the HBS

Unless the HBS Counselling Service makes a formal appeal within fourteen days, HBS will abide by the decisions and recommendations of the investigator(s). At this stage a Report at the Conclusion of Complaints Proceedings will be sent to the BACP by the investigator(s).
The Director or Chair, whoever is managing the complaint, may halt the policy at any stage if it emerges that legal action is under way, pending or intended, until such time as any legal process is complete.

Stage 3 – Appeal
Grounds for an Appeal
Any party may appeal against the findings of the investigator on the following grounds:

that the complaints policy had not been followed
that there was new evidence which the investigator did not have access to in the investigation

An appeal cannot be accepted only on the grounds that the complainant disagrees with the investigator’s report.

Making an Appeal
Any appeal must be made in writing to the Chair of the Board of Trustees within fourteen days of the receipt of the investigators’ report.
The reasons for the appeal must be clearly set out in writing.
The appeal will be acknowledged in writing by the Chair and considered by the HBS Board of Trustees.
The complainant will be informed in writing within twenty-one days whether or not the appeal is accepted.

The Appeal Panel
If an appeal is accepted, the Director will arrange to set up an Appeals Panel. The panel will be made up of three members: one of the Board of Trustees who may be considered impartial in the matter of the appeal and two persons from outside of the HBS Counselling Service with relevant experience.
The panel will meet within twenty-eight days of the notification of the acceptance of the appeal to the appellant.
No-one on the panel will have taken any part in the previous handling of the complaint.

The Appeal Hearing
Fourteen days written notice of the date of the hearing and the composition of the panel will be given to all parties.
All documentation relating to the appeal will be copied to all parties and the panel members fourteen days before the hearing.
The complainant and the complained against may be asked to make a written statement to the panel which will be circulated seven days before the hearing.
The complainant and complained against may be required to attend the hearing and may be accompanied, and/or be represented, by a supportive person of their choice.
The complainant and complained against will have the opportunity to make a short statement to the hearing.
The investigator and the Director or the Chair of the Board (whoever managed the original complaint) will be available to give information to the panel.
The appeal hearing will be recorded.
The appeal panel will have the authority to adjourn the hearing.
The panel will come to a decision regarding the appeal in private session. This discussion will not be recorded but a written record will be made of the proceedings. The decision will be given in writing within seven days. If the appeal is upheld the panel will make recommendations regarding the action required to bring about the resolution of the complaint.
The HBS Counselling Service will abide by the decision and recommendations of the appeal panel.
If the complainant remains dissatisfied after the decision of the appeals panel or remains dissatisfied about the content of the investigator’s report he/she will be advised to contact the BACP.

11. Monitoring of Complaints
A record will be kept of all complaints received. Anonymous complaints will also be recorded, including the reasons for any decision to pursue or not to pursue the complaint. Complaints will be monitored regularly by the Director and brought to the attention of the Board of Trustees. Once a complaint has been concluded, an ‘Outcome Report to the BACP at the Conclusion of Complaints Proceedings’ will be submitted to the BACP within one month. Records of complaints will be kept for a period of five years.