Concerns & Complaints

Start where feels workable

You can raise a concern or complaint during an appointment, by email or in writing. If the concern or complaint relates to access or communication, we will consider a reasonable adjustment to the complaint process itself.

How long it takes

We aim to acknowledge a written concern or complaint within five working days and provide a substantive response within 20 working days where the matter can reasonably be investigated in that period. If more time is needed, we will explain why and give an updated date rather than allowing the complaint to remain open without contact.

Raising a concern

We take our work and its impact seriously. If you are concerned about Ēpiónē Psychotherapy Partners, the way we have worked with you, a decision we have made, or another aspect of the service you have received, we would like you to tell us.

You can raise something as a concern or make a formal complaint. Where an issue can be addressed early, we will aim to do that.

Concerns or complaints arising in supervision

A supervisee can raise a concern about the supervision relationship, feedback, boundaries, accessibility, confidentiality or the way a professional issue has been handled. A disagreement with supervisory feedback is not automatically a complaint, but the supervisee can ask how a conclusion was reached and what evidence or standard informed it.

A complaint about supervision does not prevent the supervisor from acting on a separate concern about client safety, protecting people from harm, competence or professional conduct where action is genuinely required. Those two processes should be distinguished and documented rather than one being used to silence the other.

Different perspectives

A fair process considers the rights and responsibilities of everyone involved, alongside the information available. We examine each complaint on its merits and explain the basis for our findings. Where accounts differ, we distinguish established facts from professional judgement and say which points remain unresolved.

Raising something informally

You may prefer to raise an issue with us first and discuss what has happened. Where possible, please contact us by email. This gives you and us a clear written record of the concern, when it was raised and what follows.

If email is difficult for you to use, please contact us so that we can agree another suitable way to communicate. Where a concern is raised through another route, we will make an appropriate written record of it. You may make a formal complaint at any stage, including as your first step.

Making a formal complaint

We prefer formal complaints by email wherever possible because this provides a clear written record of the complaint and the way it is handled. It is helpful if you explain what happened, what concerns you and what you would like us to consider. You may attach correspondence or other information if it helps explain the matter, and you may use your own words and format.

If email presents an access barrier, please contact us so that we can agree another appropriate way for you to make the complaint. Where a complaint is received verbally or through another agreed route, we will create a written record and may send you a copy or summary so that the information can be checked.

What happens next with a concern or complaint

1. We acknowledge the concern within five working days, and identify whether anything urgent needs to happen first, including any immediate clinical action, action to protect someone from harm, or action to protect personal information.
2. We clarify the issue being raised, the outcome you are seeking and what information is needed to review it fairly.
3. We respond to the points raised within 20 working days, explain any action taken or not taken, and distinguish professional judgement from matters that can be corrected or changed.
4. Some complaints may take longer where records need to be reviewed or several parties are involved, or where professional responsibilities require careful consideration. If more time is needed, we will explain this and provide an updated timescale.
5. If the concern /complaint remains unresolved, we explain the relevant external route where one exists.

How we consider complaints

We will consider what happened, the context and the responsibilities that applied to the work. Where accounts differ, we will review the relevant information carefully and explain the basis for the conclusion we reach.

If we identify something that could have been handled differently, we will say so and consider what can change. Where our view differs from the person raising the complaint, we will explain our reasoning.

Confidentiality

Complaints will be handled as privately as reasonably possible. Information may need to be shared where this is necessary to consider the complaint properly or meet a professional or legal responsibility.

Where our work involves more than one person or organisation, we will consider confidentiality before sharing information between parties and will share information only where appropriate. The confidentiality arrangements that apply to the underlying work continue during the complaints process.

What happens to therapy while we consider a complaint

We will continue to treat everyone involved with the same fairness and respect while a concern or complaint is being considered. We will communicate respectfully and ask the same of everyone involved. If communication becomes abusive or threatening, or includes harassment, we may set reasonable boundaries for how contact continues.

Where therapy is continuing, we will consider whether the therapeutic relationship remains workable and clinically appropriate. A complaint does not automatically end therapy. Equally, complaint handling should not be used to pressure somebody to continue therapy where ending or transferring care is clinically appropriate.

Learning from concerns

Every concern and complaint will be considered for what it may teach us about our practice, communication, systems or governance. Where learning emerges, we will reflect on what it tells us and, where we are able to, put that learning into practice.

Other organisations you can contact

If the therapist is a member of the British Association for Behavioural and Cognitive Psychotherapies, you can contact that organisation directly about the therapy you received. It has its own procedure for handling concerns, complaints and professional conduct, and you can contact it at any stage.

Where the practitioner is a member of the British Psychological Society, clinical regulation is handled elsewhere. The society may still consider concerns about the conduct of its members under its own policies and may signpost matters that sit outside its remit. If your concern relates to the handling of personal information, please see our Privacy & Confidentiality page. You may also raise a concern with the Information Commissioner’s Office where appropriate.

Concerns about personal information

If your concern is about the use of personal information, you can ask for it to be handled as a complaint about how your personal information is used. You may also complain to the Information Commissioner’s Office. Asking to see or correct information and making a complaint are different processes, although they can arise from the same issue.

Contact

Cheryl Jones | Cheryl@epione-psychotherapy.co.uk | 124 City Road, London, EC1V 2NX