Client complaint process at Chasewell Therapy
Effective date: September 2026. At Chasewell Therapy, I am committed to providing a safe, respectful and ethical counselling service. I value feedback and recognise that sometimes concerns or difficulties may arise during the therapeutic relationship, which is why this client complaint process is in place. If you are unhappy with any aspect of my service, I encourage you to raise your concerns with me so that we can work towards understanding and resolving them wherever possible.
Our client complaint process and complaints procedure
If you have a concern or complaint, please contact:
Danielle Laycock
Chasewell Therapy
Email: danni@chasewelltherapy.co.uk
Telephone: 07427298007
I will acknowledge your complaint as soon as possible and aim to respond within a reasonable timeframe. I will listen carefully to your concerns, consider the information provided and work with you to seek a fair and appropriate resolution.
Informal concerns
Many concerns can be resolved through an open conversation. If you feel able to, please raise your concern with me as soon as possible so that we can discuss what has happened and identify a way forward.
Formal complaints
If your concern cannot be resolved informally, you can submit a formal complaint in writing. Please include details of your concern, relevant dates or information, and what you would like to happen as a result of your complaint. I will review the complaint carefully and respond in writing with the outcome and any actions taken.
Confidentiality
All complaints will be handled sensitively and confidentially. Information will only be shared where necessary to manage the complaint appropriately, meet professional obligations, protect safety or comply with legal requirements.
Professional membership
Chasewell Therapy is committed to working in accordance with the ethical standards of the British Association for Counselling and Psychotherapy (BACP).
Danielle Laycock
BACP Member Number: 01027517
If you remain dissatisfied after completing my complaints process, you may contact BACP regarding their professional conduct process. Further information about BACP’s complaints process can be found on the BACP website.
Commitment to improvement
Feedback is welcomed as it helps me reflect on my practice, maintain professional standards and continue to provide the best possible service to clients.
Contact
Danielle Laycock
Chasewell Therapy
Email: danni@chasewelltherapy.co.uk
Telephone: 07427298007