Counselling & Psychotherapy Practice

Wild Fields Therapy CIC Complaints Procedure (BACP, UKCP & UPCA Aligned)

Wild Fields Therapy CIC is committed to providing a safe, ethical, and high-quality counselling and psychotherapy service that serves the best interests of the community. We work in accordance with the BACP Ethical Framework for the
Counselling Professions, the UKCP Ethical Principles and Code of
Professional Conduct, and the values of transparency and accountability required
of a Community Interest Company.

We welcome feedback and take all concerns or complaints seriously. This procedure explains how to raise a concern and how it will be managed.

1. Raising a concern informally
Where possible, we encourage clients to raise concerns directly with their
therapist in the first instance, as many issues can be resolved through open and respectful discussion. If you do not feel comfortable doing this, or if the concern relates to your therapist, you may contact Wild Fields Therapy CIC directly.

2. Making a formal complaint
A formal complaint may be made verbally or in writing (email or letter) within three months. Please include:

– Your name and preferred contact details
– A clear description of your concern or complaint
– Any relevant dates or details
– Complaints should be addressed to: admin@wildfieldstherapy.co.uk

3. How complaints are handled
All complaints will be acknowledged within 5 working days. Complaints will be
reviewed fairly, respectfully, and impartially. We may contact you for further
information if required.
A written response will be provided within 20 working days, outlining findings
and any actions taken
If more time is needed, we will explain the reasons and keep you informed.

4. Confidentiality and safeguarding
Complaints are handled with care and confidentiality, in line with data protection and safeguarding responsibilities.
Raising a complaint will not affect your right to access services or continue
therapy, should you wish to do so.

5. Governance, escalation and external bodies
As a CIC, Wild Fields Therapy is accountable to its directors and committed to learning and improvement. If you are dissatisfied with the outcome, you may request
that your complaint is reviewed at a governance level (e.g. by a director not directly involved).
If your complaint relates to professional conduct, ethical breaches, or serious
concerns, you may also contact the relevant professional body directly:

– BACP (British Association for Counselling and Psychotherapy) www.bacp.co.uk
– UKCP (UK Council for Psychotherapy) www.psychotherapy.org.uk

These organisations have independent complaints and professional conduct
procedures.

6. Learning and improvement
Feedback and complaints are used to inform service development, staff support, and governance decisions. This helps Wild Fields Therapy CIC remain accountable, ethical, and responsive to the community it serves.