Complaints policy

At Heart in Mind, I am committed to providing a safe, respectful and professional service. Your experience matters, and I welcome feedback as an opportunity to learn and improve.

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If at any time you feel dissatisfied with the support you have received, I encourage you to raise your concerns so that we can address them promptly and fairly.

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Informal resolution

 

If you have a concern or are unhappy with any aspect of our work together, I invite you to discuss this with me directly. Many concerns can be resolved through an open and supportive conversation.

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You can raise your concerns during a session or by contacting me via email or telephone.

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Formal complaints procedure

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

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Please include:

• Your name and contact details

• A clear description of your concern

• Relevant dates and information

• The outcome you are seeking

 

Complaints should be sent to:

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Email: jolene@heart-in-mind.com
Practice name: Heart in Mind
Location: St Neots, Cambridgeshire

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You will receive acknowledgement of your complaint within 5 working days, and a full written response within 20 working days, where possible.

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Professional membership and external complaints

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Jolene is a BACP Registered Integrative Counsellor. If you are not satisfied with the outcome of your complaint, or prefer to raise your concern with an external body, you may contact the British Association for Counselling and Psychotherapy (BACP).

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British Association for Counselling and Psychotherapy (BACP)
BACP House, 15 St John’s Business Park
Lutterworth, Leicestershire LE17 4HB
Website: https://www.bacp.co.uk
Telephone: 01455 883300

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The BACP provides an independent Professional Conduct Procedure for addressing complaints about registered members.

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Confidentiality

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All complaints will be handled sensitively and in accordance with professional and legal obligations. Information will be kept confidential and shared only where necessary to investigate and respond appropriately.

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Commitment to good practice

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I am committed to working ethically, respectfully, and in line with the BACP Ethical Framework. Feedback and complaints are taken seriously and used to maintain the highest standards of care and professionalism.

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If you have any concerns, you are encouraged to raise them without hesitation.