Complaints Procedure
The Listening Booth Ltd
Last updated: 02/09/2026
At The Listening Booth, I want you to feel safe, respected and heard throughout our work together.
If something doesn't feel right, you are welcome to raise it with me. Feedback and concerns will be taken seriously, and raising a concern will not affect your right to be treated with respect or to receive a professional service.
This procedure explains what you can do if you are unhappy with any aspect of the service you have received.
Raising a concern with me
Where you feel comfortable doing so, I encourage you to talk to me about any concerns you have.
Counselling involves a relationship between us, and sometimes misunderstandings, disagreements or difficult feelings can arise within that relationship. Being able to talk openly about these can sometimes be an important part of the therapeutic process.
However, I understand that there may be circumstances where you do not feel comfortable discussing a concern with me directly. You are not required to do so if this does not feel appropriate.
Making a formal complaint
If you would like to make a formal complaint to The Listening Booth, please contact me at:
Please include as much information as you feel able to provide about:
what your concern or complaint relates to;
what happened and, where possible, when;
any steps you have already taken to try to resolve the issue; and
what you would like to happen as a result of your complaint.
You do not need to use any particular wording or format.
If you need support to make your complaint accessible to me, please let me know and I will make reasonable efforts to accommodate this.
What happens next?
I will acknowledge your complaint within 5 working days.
I will consider the issues you have raised carefully and fairly and may contact you if I need further information to understand your concerns.
I aim to provide a written response within 20 working days of receiving your complaint.
If I am unable to respond fully within this timeframe, I will let you know and explain why additional time is needed.
Where appropriate, my response may include an explanation of what has happened, an acknowledgement or apology where something has gone wrong, steps that can be taken to resolve the concern, and/or changes I will make to my practice as a result of what I have learned.
Complaints and concerns will be handled sensitively and information will only be shared where this is necessary to consider the complaint, meet my professional responsibilities or comply with the law.
Complaining to the BACP
I am a registered member of the British Association for Counselling and Psychotherapy (BACP) and work within its Ethical Framework for the Counselling Professions.
BACP membership number: 01025844
If your concern relates to my professional conduct or the counselling service you have received, you may be able to raise a complaint directly with the BACP through its Professional Conduct Procedure.
BACP encourages clients to try to resolve concerns directly with their therapist where possible. If you do not feel able to do this, you can explain to BACP why this has not been possible.
You can find information about raising a concern or making a complaint here:
BACP – How to complain about a BACP member
BACP also provides a confidential Get help with counselling concerns service for people who have questions or concerns about their therapy or therapist.
The BACP is responsible for deciding whether a complaint falls within the scope of its Professional Conduct Procedure and how it should be considered.
Confidentiality and records
Information relating to a complaint will be handled confidentially and in accordance with The Listening Booth's Privacy Policy and applicable data protection law.
There may be circumstances where information needs to be shared with my professional supervisor, insurer, legal adviser, the BACP or another appropriate organisation in order to respond to a complaint or meet my professional or legal responsibilities.
Records relating to complaints will be stored securely and retained only for as long as necessary in accordance with my data retention arrangements.
Your privacy
Making a complaint does not affect your rights under data protection law.
If your concern specifically relates to how your personal information has been handled, please contact me at:
You also have the right to raise concerns about the handling of your personal information with the Information Commissioner's Office (ICO).
Further information about how The Listening Booth handles your personal information can be found in the Privacy Policy.
Contact
If you have any questions about this Complaints Procedure, please contact:
The Listening Booth Ltd
Email:hello@thelisteningbooth.uk