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The Remote Therapy Space

Complaints procedure

I take any concern about my practice seriously. As a BABCP-accredited therapist, I’m committed to working to high professional standards, and that includes giving you a clear way to raise something with me when those standards haven’t been met.

This page sets out three steps for raising a concern. Most things can be resolved at the first step, and the later steps are there if needed.

I won’t take offence at being told something hasn’t worked for you. Feedback is part of how the work improves.

Step 1: Raise it with me first

In most cases the quickest and most useful first step is to tell me directly. You can:

I’ll acknowledge what you’ve said within three working days. We’ll then talk through what’s happened, what you’d like to be different, and what I can offer in response. Many concerns can be addressed within a single conversation.

If raising the concern with me directly feels difficult (which is fair, especially if it’s something I’m involved in), you can skip this step and go straight to Step 2.

Step 2: A formal written complaint

If Step 1 hasn’t resolved things, or if you’d rather not raise it informally, you can put your complaint in writing. Send it to me by email.

Please include:

  • A description of what happened, with dates where you can.
  • What you’d like me to do in response.
  • Whether you’d prefer a written or spoken response.

I’ll acknowledge your written complaint within five working days. I’ll then look into it and send you a full written response within twenty working days. If I need more time (for example, because someone I need to speak with is on leave), I’ll tell you what’s happening and give a revised timescale.

Step 3: If we can’t resolve it together

If you’ve been through Steps 1 and 2 and you’re still not satisfied with how things have been handled, you can raise the complaint with the BABCP directly.

The BABCP (British Association for Behavioural and Cognitive Psychotherapies) is my professional accrediting body. They have an independent process for considering concerns about accredited therapists.

You can find their procedure and current contact details at babcp.com/about/raising-a-concern.

The BABCP register is also accredited by the Professional Standards Authority (PSA), the UK body that oversees voluntary registers of health and care practitioners. Their role focuses on the standards of registers themselves rather than individual cases, but they’re listed here for completeness: www.professionalstandards.org.uk.

Complaints about how I handle your data

If your concern relates specifically to how I’ve handled your personal data, please raise it with me in the first instance using the contact details above. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent authority on data protection.

The ICO can be contacted at:

You can complain to the ICO without going through Steps 1 and 2 first. My ICO registration number is ZB619438.

Other relevant bodies

Two other places that may be useful depending on the nature of your concern:

  • Samaritans: free, confidential listening service for emotional distress, including distress caused by an experience in therapy. 116 123, available 24/7. www.samaritans.org
  • Citizens Advice: free guidance on consumer rights and complaints processes generally. www.citizensadvice.org.uk

Last updated: 29 April 2026.