Complaints Procedure

I am committed to providing a professional, ethical, and supportive counselling service.

If you are unhappy with any aspect of the service you have received, I encourage you to discuss your concerns with me directly so that I have the opportunity to understand and address the issue.

Informal Resolution

Many concerns can be resolved through open discussion.

If you feel comfortable doing so, please raise your concern with me as soon as possible so that we can work towards a satisfactory resolution.

Formal Complaint

If you wish to make a formal complaint, please do so in writing by email.

Please include:

• Your name
• Details of your complaint
• Any relevant dates or information
• The outcome you are seeking

I will acknowledge receipt of your complaint within five working days and aim to provide a written response within twenty working days.

If You Remain Dissatisfied

If you remain dissatisfied after following this complaints procedure, you may contact the British Association for Counselling and Psychotherapy (BACP), of which I am a Registered Member.

The BACP provides information regarding professional conduct concerns and their Professional Conduct Procedure.

Contact

Formal complaints should be sent to:

Monica Bini 
Email: hello@monicabini.co.uk