Complaints Policy

Clear Waters Counselling
Last updated: August 2026

My Commitment to You

I aim to provide a professional, ethical and respectful counselling service and to create a space where you feel safe, heard and supported.

I welcome honest feedback about your experience of counselling with me. If something doesn't feel right, I encourage you to talk to me about it so that we can explore your concerns together and, where possible, work towards resolving them.

Raising a Concern

If you have a concern about any aspect of your counselling experience, I encourage you to speak to me as soon as you feel able to do so.

You can raise your concern with me verbally during a session, or contact me by email, telephone or in writing.

I will listen to your concerns and, where possible, work with you to understand what has happened and how we might resolve the matter.

I will treat your complaint respectfully and take it seriously. I will also use feedback and complaints as an opportunity to reflect on my practice and identify any learning that may help improve the service I provide.

If We Cannot Resolve Your Concern

I hope that most concerns can be resolved through an open and honest conversation. However, if you feel unable to raise your concern with me, or if you are not satisfied with the outcome, you can make a formal complaint.

You can ask me for a copy of my formal complaints procedure, which explains how your complaint will be handled.

As a registered and accredited member of the National Counselling and Psychotherapy Society (NCPS) and a registered member of the British Association for Counselling and Psychotherapy (BACP), you may also raise a complaint with either professional organisation in accordance with their respective complaints procedures.

NCPS: The NCPS has a formal complaints process for concerns about its members.
NCPS Complaints

BACP: BACP's Professional Conduct Procedure (PCP) is the main process for complaints about therapeutic services provided by a BACP member.
BACP Professional Conduct Procedure

You can also contact BACP's confidential Get help with counselling concerns service if you have concerns about your therapy or therapist and would like guidance about what to do next.
BACP Get help with counselling concerns

How I Will Handle Your Complaint

I will take any complaint seriously and respond to it respectfully and fairly.

I will aim to acknowledge your complaint promptly and will discuss the concerns raised with you where appropriate. I will take time to consider the issues carefully and will seek to resolve the matter wherever possible.

I will maintain appropriate confidentiality throughout the complaints process. Information will only be shared where necessary to investigate or respond to the complaint, to meet my professional or legal responsibilities, or where there is a safeguarding or serious risk concern.

Making a complaint will not affect your right to receive appropriate and respectful counselling.

Contact

If you would like to raise a concern or make a complaint, please contact me:

Lindsay Waters
Clear Waters Counselling
Email: lindsay@clearwaterscounselling.com
Phone: 07731 732 496

I am committed to responding to concerns openly and professionally and to using feedback to reflect on and improve my practice.