Complaints Policy

If you are unhappy with any aspect of your therapy or our work together, I would encourage you to speak with me first. Many concerns 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.

If you would prefer to make a formal complaint, or if a concern has not been resolved, please put it in writing to yleniacounselling@gmail.com, stating clearly that it is a complaint and describing what has happened.

I will acknowledge your complaint in writing within 5 working days and aim to provide a full response within 21 working days. If I need more time to look into the matter properly, I will let you know and keep you updated throughout.

Your complaint will be handled confidentially, sensitively and without affecting the quality of any ongoing care you receive. You are welcome to ask a trusted person to support you through the process.

I am an Accredited Member of the National Counselling & Psychotherapy Society (NCPS) and work within its Ethical Framework. If we are unable to resolve your complaint between us, you have the right to raise it with the NCPS through its Professional Conduct Procedure.

Details of the NCPS complaints process are available on their website at www.ncps.com.

If your concern relates to how your personal information has been handled, you may also contact the Information Commissioner's Office (ICO) at www.ico.org.uk.

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