Complaints policy

Raising a concern directly

If you're unhappy with any aspect of your therapy or our work together, I'd encourage you to speak with me first. A lot can be resolved through an open and honest conversation.

You can raise a concern with me during a session, or by email at yleniacounselling@gmail.com.

Making a formal complaint

If you'd prefer to make a formal complaint, or a concern hasn't been resolved, please put it in writing to yleniacounselling@gmail.com, stating clearly that it's a complaint and describing what has happened.

If I need more time to look into it properly, I'll let you know and keep you updated throughout.

What you can expect

Your complaint will be handled confidentially and sensitively, and it won't affect the quality of any ongoing care you receive. You're welcome to ask a trusted person to support you through the process.

If you're still not satisfied

I'm an Accredited Member of the National Counselling & Psychotherapy Society (NCPS) and work within its Ethical Framework. If we can't resolve your complaint between us, you have the right to raise it with the NCPS through its Professional Conduct Procedure.

Details are on their website at ncps.com.

Concerns about your data

If your concern relates to how your personal information has been handled, you may also contact the Information Commissioner's Office (ICO) at ico.org.uk. My privacy notice explains how I handle your data.

Applicable law

This policy and my complaints process operate under the law of England and Wales and the NCPS Professional Conduct Procedure, wherever you're based. If you're an international client, any concern or complaint will be handled under UK professional standards.