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Complaints Policy

Climb Youth Therapy Ltd from Struggle to Strength TM

Document Status: Public Website Policy
Website Location: Policies & Information (linked from the website footer and available on the website under resources)
Version: 1.0
Policy Owner: Climb Youth Therapy Limited
Designated Safeguarding Lead (DSL): Professor Christina Poulatova
Approved By: Director, Climb Youth Therapy Limited
Effective Date: [01/08/2026]
Review Date: 12 months from publication or sooner if legislation or guidance changes.

1. Introduction

At Climb Youth Therapy Limited, we are committed to providing a professional, ethical and high-quality counselling service. We recognise that, despite our best efforts, there may be occasions when a client, parent, carer or another individual is dissatisfied with some aspect of our service.

We welcome feedback and view complaints as an opportunity to learn, improve and strengthen the quality of our services.

We are committed to handling complaints fairly, sensitively, promptly and in confidence. Raising a concern or making a complaint will not affect your right to access our services, unless doing so is necessary to protect the safety or wellbeing of those involved.

This policy explains how concerns and complaints can be raised, how they will be managed and what you can expect throughout the process.

2. Purpose

The purpose of this policy is to:

  • provide a clear and accessible complaints procedure; 
  • ensure complaints are managed consistently and fairly; 
  • promote openness and accountability; 
  • resolve concerns as quickly as reasonably possible; 
  • identify opportunities for service improvement; and 
  • comply with recognised standards of good governance. 

3. Scope

This policy applies to complaints relating to:

  • counselling services; 
  • online counselling sessions; 
  • communication with Climb Youth Therapy Limited; 
  • administrative processes; 
  • appointment booking and management; 
  • client records; 
  • confidentiality; 
  • safeguarding procedures; 
  • website services; 
  • conduct of practitioners or representatives of Climb Youth Therapy Limited. 

This policy does not replace statutory complaints procedures operated by the NHS, local authorities or other external organisations.

4. Our Commitment

When managing complaints we will:

  • listen carefully and respectfully; 
  • treat everyone fairly and without discrimination; 
  • investigate concerns objectively; 
  • maintain confidentiality wherever possible; 
  • keep complainants informed of progress; 
  • respond within reasonable timescales; 
  • learn from complaints to improve our services. 

Making a complaint will not prejudice the care or support you receive from us.

5. Who Can Make a Complaint?

A complaint may be made by:

  • a current client; 
  • a former client; 
  • a prospective client; 
  • a parent or person with parental responsibility; 
  • a carer; 
  • an authorised representative acting on behalf of a client; 
  • another professional involved in a client’s care; 
  • a member of the public directly affected by our services. 

Where someone is acting on behalf of another person, we may ask for evidence that they have authority to do so, unless safeguarding considerations make this inappropriate.

6. What Is a Complaint?

A complaint is an expression of dissatisfaction about any aspect of our service that requires a response.

Examples include concerns about:

  • the quality of counselling; 
  • communication; 
  • professional conduct; 
  • appointment administration; 
  • delays in responding; 
  • confidentiality; 
  • privacy; 
  • safeguarding; 
  • accessibility; 
  • billing or payment issues. 

General feedback, suggestions and compliments are welcomed but are not treated as formal complaints unless specifically requested.

7. Raising a Concern Informally

Many concerns can be resolved quickly through open discussion.

If you are unhappy about any aspect of our service, we encourage you to raise the matter with your counsellor or contact Climb Youth Therapy Limited as soon as possible.

Where appropriate, we will seek to resolve concerns informally without the need for a formal investigation.

Informal resolution does not affect your right to make a formal complaint later.

8. Making a Formal Complaint

If your concern cannot be resolved informally, you may submit a formal complaint.

Complaints should normally be made in writing by:

  • email; 
  • letter; or 
  • another accessible format if required. 

Please include:

  • your name and contact details; 
  • the nature of your complaint; 
  • the dates involved, where known; 
  • any relevant supporting information; 
  • the outcome you are seeking. 

Formal complaints should normally be submitted within 12 months of the matter giving rise to the complaint. Complaints made after this period may still be considered where there is a good reason for the delay.

Complaints should be sent to:

Complaints Officer
Climb Youth Therapy Limited
[Business Address]
Email: [Complaints Email Address]

9. How We Will Manage Your Complaint

We aim to resolve complaints as fairly and promptly as possible.

Our usual process is as follows.

Stage 1 – Acknowledgement

We will acknowledge receipt of your complaint within five working days.

Our acknowledgement will explain:

  • who is handling your complaint; 
  • the next steps in the process; 
  • the expected timescale for responding. 

Stage 2 – Investigation

An appropriate individual who has not been directly involved in the matter, wherever reasonably possible, will investigate the complaint.

The investigation may include:

  • reviewing records; 
  • speaking with relevant individuals; 
  • considering policies and procedures; 
  • seeking clarification where required. 

We may contact you if additional information is needed.

Stage 3 – Outcome

We aim to provide a written response within 20 working days of acknowledging your complaint.

Where additional time is required due to complexity, we will explain the reasons and provide an updated timescale.

Our response will normally include:

  • a summary of the complaint; 
  • the findings of the investigation; 
  • any action taken; 
  • any recommendations or service improvements; 
  • information about further options if you remain dissatisfied. 

10. Complaints Involving Safeguarding

Where a complaint includes concerns about the safety or welfare of a child, young person or adult at risk, safeguarding considerations will take priority.

This may require us to:

  • make safeguarding enquiries; 
  • share information with statutory agencies; 
  • take immediate protective action. 

Safeguarding action may take place before the complaints process has concluded.

Further information is available in our Safeguarding Policy.

11. Complaints About Data Protection

If your complaint relates to the handling of your personal information, we will investigate the matter in accordance with our Privacy Policy and applicable data protection legislation.

If you remain dissatisfied after receiving our response, you may contact the Information Commissioner’s Office (ICO).

12. Complaints About Professional Conduct

If your complaint concerns the professional conduct of a practitioner, we will investigate the matter in accordance with our internal governance procedures.

Where appropriate, you may also be able to raise concerns directly with the practitioner’s professional body.

For example:

  • British Association for Counselling and Psychotherapy (BACP); 
  • British Psychological Society (BPS); 

or another relevant professional organisation where applicable.

13. Complaints About Third-Party Services

Some aspects of our service rely on trusted third-party providers, including:

  • Konfidens (practice management, client records, secure messaging, online sessions and payments); 
  • Calendly (appointment scheduling, where used). 

Where a complaint relates solely to the operation of a third-party platform, we will assist where reasonably possible but may direct you to the provider’s own complaints or support process where appropriate.

14. Confidentiality

Complaints will be handled confidentially.

Information relating to a complaint will only be shared with those who need it in order to investigate and resolve the matter or where disclosure is required by law.

Records relating to complaints will be retained securely in accordance with our Data Retention Policy.

15. Learning and Continuous Improvement

Every complaint provides an opportunity to improve.

Following the conclusion of a complaint, we may:

  • review policies; 
  • improve procedures; 
  • provide additional training; 
  • strengthen governance arrangements; 
  • update guidance for practitioners. 

Where appropriate, learning outcomes may be shared internally without identifying individuals.

16. Equality and Accessibility

We are committed to ensuring that our complaints procedure is accessible to everyone.

Reasonable adjustments will be made where required to enable individuals to raise concerns or participate in the complaints process.

Complaints may be accepted in alternative formats where appropriate.

17. Vexatious or Abusive Complaints

We recognise the right of every individual to raise genuine concerns.

However, Climb Youth Therapy Limited is not required to accept behaviour that is abusive, threatening, discriminatory or deliberately disruptive.

Where a complainant behaves in this manner, we may take reasonable steps to protect our staff and practitioners while continuing to manage the complaint fairly wherever possible.

18. Policy Review

This policy will normally be reviewed annually or sooner if required by changes in legislation, professional guidance or organisational practice.

19. Related Documents

This policy should be read alongside:

  • Safeguarding Policy 
  • Privacy Policy 
  • Young Person’s Privacy Notice 
  • Confidentiality Policy 
  • Website Terms and Conditions 
  • Cookie Policy 
  • Client Agreement 
  • Accessibility Statement 

Appendix A – Complaints Process

Step 1
Raise your concern informally where possible.

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Step 2
Submit a formal complaint if the matter cannot be resolved.

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Step 3
Complaint acknowledged within 5 working days.

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Step 4
Investigation undertaken.

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Step 5
Written outcome normally issued within 20 working days.

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Step 6
Service improvements implemented where appropriate.

Appendix B – Information to Include

To help us investigate your complaint, please provide:

  • your name and contact details; 
  • the name of the client (if different); 
  • a description of the issue; 
  • relevant dates; 
  • copies of any supporting documents; 
  • the outcome you are seeking. 

Appendix C – Contact Details

Complaints Officer
Climb Youth Therapy Limited

Registered Office:
[Registered Office Address]

Website:
www.climbyouththerapy.co.uk

Email:
[Complaints Email Address]

Telephone:
[Business Telephone Number]

Website Complaints Statement

We Welcome Your Feedback

At Climb Youth Therapy Limited, we aim to provide a professional, compassionate and high-quality service. If you are unhappy with any aspect of our service, we encourage you to let us know so that we can understand your concerns and, where possible, put things right.

Many issues can be resolved quickly through informal discussion. Where this is not possible, our formal complaints procedure provides a clear, fair and transparent process for investigating concerns.

We aim to acknowledge formal complaints within five working days and, wherever possible, provide a full written response within 20 working days.

You can read our full Complaints Policy for further information.