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BACP complaints process

The following process applies if you wish to make a complaint about the service you have received from BACP, or about any of our policies or procedures.     

Our complaints policy  

We will:  

  • provide a fair, clear and simple complaints procedure for anyone wishing to make a complaint
  • publicise our complaints procedure so that people know how to make a complaint
  • make sure all complaints are investigated fairly and promptly
  • make sure that complaints are resolved, wherever possible, and that relationships are repaired
  • gather information which helps us to improve what we do 


We will handle all complaint information sensitively. We’ll only tell those that need to know and will follow any relevant data protection requirements.


How to make a complaint 

If you wish to make a formal complaint, you should do so in writing via letter or email.  

  • Letter: The Customer Services Manager, British Association for Counselling and Psychotherapy, 15 St John's Business Park, Lutterworth, Leicestershire LE17 4HB.
  • Email: complaints@bacp.co.uk 

What happens next?

We’ll acknowledge receipt of your complaint within five working days. We’ll also tell you the name of the person responsible for investigating your complaint. 

We try to resolve all complaints as quickly as possible.  To help us, we may want to talk things through with you so we get a better understanding of the issues. If possible, please let us have a contact telephone number and, if necessary, we will arrange a convenient time to call you. 

We aim to complete our investigation and contact you with details of our findings within 28 days. This may take longer in complex cases but we’ll keep you updated at all times.

Complaints process   

1. We receive your formal written complaint

2. We'll acknowledge your complaint, via letter or email, within five working days. We may want to give you a call to talk things through.

3. We'll investigate your complaint (may take up to 28 days)

4. We'll write to you with our findings