What complaints tell us
Information and support based on recent complaints

As part of our work to protect the public and promote high standards of practice, we're committed to capturing learning from the queries or complaints we receive from clients who are dissatisfied with their therapy or therapist.

While complaints may be stressful for all parties, they are a valuable source of learning and information to support and improve client work and enhance client experience and safety.

These resources draw on complaints upheld in 2022 and identify some common themes to inform and support members in their practice. They are also available for the public, to inform their understanding of good practice and what to expect from counselling and psychotherapy.

Sharing this learning online with our practitioners and the public is part of our upstream complaint prevention strategy.

Each resource gives an overview of the type of complaints received and thoughts on how these might have been prevented in the first place. We hope practitioners find these useful as reflective pieces to help you identify any areas of your work where the potential for complaint could arise.

Professional conduct

How we uphold high standards of proficiency and ethical practice within the counselling professions.

What happens if a complaint is made against you

Information for BACP members

When a client complains

Sally Brown explores the best way to manage and learn from a client complaint. Therapy Today, May 2022