Vauna Beauvais. Counselling Therapy Online – Client Complaints Policy

This page contains information on the following:

  • Your rights to complain and pursue resolution: I encouraging you to open dialogue with me first, as many complaints stem from communication breakdowns or areas of concern of which i was unaware. Making me aware gives me the opportunity to work with you to resolve matters..

  • Formal Notification: If you consider that informal discussion has failed, how to submit a formal complaint in writing

  • Explicit Timelines: Committment to timeframes for acknowledging and responding to you.

  • Escalation Routes: Clear instructions on how to take the complaint directly to the UKCP if a resolution cannot be met

Our Commitment to You
I strive to provide a safe, ethical, and professional therapeutic environment. If you feel dissatisfied with any aspect of your therapy, or the services on offer, please let me know as soon as possible so we can address your concerns. Raising a complaint will never impact your standard of care, nor will you be charged for the time it takes to resolve it.

Step 1: Informal Discussion

  • If you feel comfortable doing so, I invite you to raise any concerns directly with me during our session or via email.

  • Many misunderstandings can be resolved quickly through open and honest communication. And, after initially raising your concerns we may find that it may or may not warrant communicating outside of your session time by agreement.

Step 2: Formal Written Complaint

  • If we cannot reach a resolution informally, or if you prefer not to discuss it with me directly, you can submit a formal complaint in writing.

  • Please send your complaint via email to vauna@protonmail.com or by post to 1, Crown Barns, West Street, Luton, Hertfordshire, LU2 8EG, England, UK.

  • To help me investigate fully, please include:

    • A clear description of what went wrong.

    • Relevant dates and times.

    • What outcome you hope to achieve.

Step 3: Acknowledgment and Timeline

  • I will acknowledge your written complaint in writing within 5 working days.

  • I will conduct a thorough review and issue a full written response within 21 working days.

  • If a complex issue requires more time to investigate, I will update you on the delay and provide a revised deadline.

Step 4: Independent Escalation

  • I am a registered member of the United Kingdom Council for Psychotherapy (UKCP) and adhere to their Ethical Principles and Code of Professional Conduct.

  • If you feel my internal process has failed to address your concerns adequately, you have the right to escalate your complaint directly to them.

  • You can contact the UKCP Complaints and Conduct Team on 020 7014 9955 or download a complaint form via the UKCP Complaints Page