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Complaints Procedure

If you are not happy with any aspect of the service or have a complaint we would like to hear about it. Please click on the links below for information on our complaints procedure.

Informal Complaints Procedure

Here is what you can do first if you have a complaint about one of the counsellors.

Most difficulties can be settled informally at an early stage by talking directly to your counsellor. Doing so provides the opportunity to discuss your concerns in detail. The counsellor concerned will understand that you are taking responsibility for yourself in the counselling relationship. This can be very helpful, as it allows for the possibility of clearing up any inadvertent misunderstandings and/or correcting possible mistakes. If you feel unable to do this, or have done so but still feel dissatisfied; you can ask to speak to the Head of Counselling, Bea Gavin, by phone or in person. For further information please click here.

Formal Complaints Procedure

A complaint could concern:

  • The professional conduct of a counsellor
  • Service policy of any other aspect of service delivery

If informal resolution is not possible, or you decline to use informal means, you can consider submitting your complaint in writing to the Head of Service. For further information please click here.

Please use the Student Complaint Form to submit a complaint under the formal complaints procedure policy.