Complaints Procedure
Our Commitment
DeBell Counselling is committed to providing a professional, ethical, and high-quality service. If something goes wrong, or you are unhappy with any aspect of your counselling, we want to know. Raising a concern will not affect your therapy or your relationship with Debra Bell.
Debra Bell works to the BACP Ethical Framework for the Counselling Professions. If something has not gone to plan, she will explain fully and promptly what has happened, apologise, and act quickly to put things right.
What You Can Raise a Concern About
Any aspect of your experience with DeBell Counselling, including: the conduct or behaviour of Debra Bell, how a session was handled, a breakdown in communication, how confidentiality or a safeguarding matter was handled, administration, fees or invoicing, how your personal data has been handled, the use of online platforms or digital tools, or any other aspect of the service.
Step One: Raise It Directly
In the first instance, please raise your concern directly with Debra Bell, in person during or after a session, by email at contact@debell.co.uk, or by phone on 07867 818018.
Debra will acknowledge your concern within two working days and provide a full written response within ten working days. If you need support to raise a concern, or need this procedure in a different format, please say so. You are welcome to have someone support you.
Concerns about data protection should also be directed to Debra Bell in the first instance. If not satisfied, you may escalate to the ICO at www.ico.org.uk or on 0303 123 1113.
Step Two: Formal Written Complaint
If you are not satisfied with the response to your concern, put your complaint in writing and send it to contact@debell.co.uk, marked Formal Complaint.
Your written complaint should include: your name and contact details, a clear description of your concern and when it occurred, what you have already raised and how Debra responded, and what outcome you are looking for.
Debra will acknowledge your formal complaint within three working days. A full written response will be provided within 20 working days. If an extension is needed she will notify you in writing.
Step Three: Escalation to BACP
If you remain dissatisfied, you may refer your complaint to the BACP Professional Conduct team. You do not need to complete Steps One and Two first. You may contact BACP at any point.
www.bacp.co.uk
Phone: 01455 883300
Email: professional_conduct@bacp.co.uk
Post: Professional Conduct, BACP House, Unit 15, St John’s Business Park, Lutterworth, LE17 4HB
BACP also runs a Get Help with Counselling Concerns service for confidential guidance if you are unsure whether or how to raise a concern. Details at www.bacp.co.uk.
Record Keeping
DeBell Counselling keeps a written record of all complaints received, the responses given, and the outcomes. Records are held securely in accordance with our Privacy Policy and kept for seven years after the complaint is closed.
Learning from Complaints
Debra Bell takes all concerns seriously and uses them as an opportunity to reflect on and improve her practice. Where a concern identifies a systemic issue she will take steps to address it and, where appropriate, discuss it in clinical supervision.