Complaints Procedure for Clients and Members

National Alliance of Counsellors and Psychotherapists (NACP)
Effective: January 2025

1. Purpose

The NACP is committed to upholding the highest standards of professional conduct, safety, and integrity. We take all complaints seriously and aim to handle them promptly, fairly, and respectfully. This procedure outlines how clients, members, and the public can raise concerns about the conduct, ethics, or professionalism of an NACP member or representative.

2. Scope

This procedure applies to:

  • Complaints made by clients against NACP members
  • Complaints made by NACP members about other members
  • Concerns involving breaches of the NACP Code of Ethics, Professional Standards, or Policies
  • Alleged misconduct in therapeutic practice, supervision, training, or public conduct

It does not cover:

  • Fee disputes or contractual disagreements outside ethical scope
  • Concerns not involving an NACP member
  • Anonymous complaints (unless exceptional and evidenced)

3. Guiding Principles

  • All complaints are treated confidentially, impartially, and respectfully
  • We aim for a just outcome that prioritises client safety, ethical accountability, and learning
  • The person complained about (the respondent) will have the opportunity to respond
  • The complainant will be kept informed throughout the process
  • We aim to resolve complaints within 60 working days, where possible

4. Step-by-Step Complaints Process

Step 1: Attempt Local Resolution (Where Appropriate)

We encourage clients and members, where it is safe and reasonable, to raise concerns directly with the practitioner first. Many issues can be resolved informally through honest, respectful discussion or mediation.

If local resolution is not possible, or if the issue involves serious misconduct, proceed to Step 2.

Step 2: Submit a Formal Complaint

To submit a formal complaint, please:

  • Email: complaints@nacp.co.uk
  • Include your name, contact details, the name of the NACP member, a clear summary of the issue, relevant dates, and any supporting evidence

We will confirm receipt within 5 working days and begin an initial assessment.

Step 3: Initial Review

A designated member of the NACP Complaints Panel will:

  • Confirm whether the complaint falls within NACP’s remit
  • Assess the seriousness of the issue and whether it warrants a formal investigation
  • Contact both parties for clarification if needed

If the issue is deemed outside of our scope (e.g. a legal matter, unrelated third party), we will advise you accordingly.

Step 4: Investigation

If the complaint proceeds:

  • Both parties will be asked to submit written statements and any relevant documentation
  • The panel may contact witnesses or request further evidence
  • The panel will consider whether a breach of NACP policy, ethical code, or professional standards occurred

Investigations are handled with sensitivity, neutrality, and due process.

Step 5: Outcome and Actions

Outcomes may include:

  • No breach found – complaint closed with explanation
  • Informal resolution – e.g. apology, additional CPD, reflective practice
  • Formal action – written warning, probation, or supervision conditions
  • Serious breach – suspension or termination of membership
  • Referral to external authorities (e.g. safeguarding, police, other regulators)

Both parties will receive written notification of the outcome and rationale.

Step 6: Appeal (If Grounds Exist)

If either party believes there were procedural errors or significant unfairness, they may appeal in writing within 10 working days of the outcome.

The appeal will be reviewed by an independent NACP representative not previously involved.

5. Confidentiality and Record Keeping

  • All information is handled confidentially and in accordance with data protection law
  • Records of complaints and outcomes will be securely stored
  • The identity of the complainant will not be shared unnecessarily or without consent

6. Non-Retaliation

No complainant, witness, or respondent will be penalised for raising a concern in good faith. Any retaliation or intimidation will be treated as a separate ethical breach.

7. Malicious or Vexatious Complaints

Complaints found to be intentionally false, malicious, or vexatious may result in disciplinary action against the complainant (if a member), and possible legal action in extreme cases.

8. Support and Guidance

We understand that making or responding to a complaint can be difficult. The NACP is available to clarify the process, but cannot offer legal or therapeutic advice.

We recommend all parties seek independent support, including supervision, during the process.

📩 Contact

For questions, guidance, or to make a complaint:
📧 complaints@nacp.co.uk
🔗 www.nacp.co.uk