Who are we?

We're a small, friendly team of customer service officers and a supervisor. Some of us are quite new to the role but others have worked at BACP for more than 10 years. Between us, we have a wealth of knowledge about all things BACP to help us provide the right answer at the first point of contact.

As well as providing support to our members, we also help the general public in trying to find therapy and our colleagues in other departments by responding to and answering enquiries.

What we do

We talk to a lot of people. We answer calls and reply to emails from both our members and the general public. We’re a very busy team and regularly take hundreds of calls and emails every week covering a wide variety of topics.

Shiv

I really enjoy working here because I have a fantastic team. Counselling is all about helping people get a better life and I feel I have an input by helping our members reach that goal.

Shiv
Sarah Crop

I'm knowledgeable and passionate to provide our members with the best possible service, so they feel supported to deliver counselling that can changes lives.

Sarah-Jane
Callum

There is a caring quality within BACP which creates a great environment. This alongside the sense of people benefitting from the work we do and being able to help potentially vulnerable people is what makes my job so enjoyable.

Callum

Help us improve our service

It's important to us that you feel we’re listening and we love to hear from our members about the service we provide. Feedback helps us improve our service, so if you have any suggestions or ideas about how we can improve, please let us know. If there’s something we can't do, we’ll always get back to you to explain why.

It’s really easy to send us your feedback, just email csfeedback@bacp.co.uk.

Customer service survey

We’re committed to providing the best service possible. If you’ve been in touch with us recently, please let us know how you rate our service by completing our quick survey. We’d really appreciate it.

If you're unhappy, please let us know

If we haven’t met your expectations, or you're unhappy with our service, you have a right to make a complaint. You can find more information at Complain about BACP.

What our members say

Thank you for your response and a useful explanation of the current circumstances of the BACP team.

I received excellent customer care and assistance today with my enquiries. Thank you for your time.

My questions were answered with clarity, politeness and a sense that it was no trouble for the person who dealt with my query.