Galena Wellbeing Complaints Procedure
Counselling & Life Coaching
If you are unhappy or dissatisfied with any of the therapy services received through Galena Wellbeing, then I would like to be able to work with you to find a resolution. I really care about the service you are receiving and would like to know if you have a complaint. Galena Wellbeing treats all complaints seriously and with the utmost of sensitivity and confidentiality.
The aims of the complaint procedure are:
To enable any complaint to be investigated in the fairest conceivable way.
To ensure that complaints are dealt with in a timely manner.
To enable the consequences of mistakes to be resolved and avoid any unnecessary conflict.
To help in service development.
How to access Galena Wellbeing complaint procedure document:
A hard copy can be requested by phone, email, letter or in person.
This is in line with BACP, NCS and ICF professional standards in the ethical framework.
Although there are not the resources to produce this procedure in multiple languages and format’s, it can be translated, viewed in larger text and read out loud using standard online tool’s.
Who can complain:
Anyone who received counselling in the last three years, unless the client is under sixteen years old. The three years will start from their sixteen birthday. This is in line with the BACP and NCS complaints procedures.
For life coaching – anyone who received life coaching in the last year, which is in line with ICF Professional Conduct Procedure.
Someone representing a client, where the client received counselling or life coaching from Galena Wellbeing within the above timescales.
A parent or guardian representing a child under the age of sixteen where the child has received life coaching from Galena Wellbeing, within the last year.
Someone representing an adult or young person who lacks mental capacity, where they have received counselling or life coaching from Galena Wellbeing within the above timescales.
Annoymous complaints will be discussed with a Clinical Supervisor who will discuss the appropriate course of action.
What is the time limit:
The time limit within which service users or third parties may make a complaint is three years for counselling and one year for life coaching. This is in line with the BACP, NCS and ICF Professional conduct procedure. It is however beneficial for all concerned, if the complaint is brought to the attention of the counsellor/life coach as soon as possible.
How to complain:
A complaint should be made in the first instance to the counsellor/life coach, Louise Dicks. This can be in person by appointment, by telephone, email or letter. Please contact:
Louise Dicks
Galena Wellbeing, 21 Kings Avenue, Corsham, SN13 0EF
Telephone: 07729 153935
Email: info@galenawellbeing.co.uk
Informal complaint:
When a complaint has been received then an informal resolution will be sought by the counsellor/life coach, Louise Dicks. This will be acknowledged within seven days of it being received. The complaintant will be forwarded the Galena Wellbeing complaints procedure. Resolution management could involve a face to face meeting, or written explanations depending on what suits your needs.
If a face to face meeting is requested, you have the right to be accompanied and/or be represented by a supportive person of your choice. The counsellor/life coach may also have their Clinical Supervisor or another representative present in order to assist the process of resolving the complaint. This session will be free of charge.
Alternatively, you may speak to the counsellor’s Clinical Supervisor or their representative who will hold a confidential space to acknowledge your concerns, and potentially signpost you for ongoing therapeutic support. This will also help the supervisor or designated representative to support the counsellor/life coach to enhance their practice and ensure that this complaint doesn’t occur again by incorportating the reflections and learnings. This session will also be free of charge.
Further advice from counselling and coaching membership bodies, can be found below:
Galena Wellbeing are active members and follow their ethical framework and standards.
BACP
www.bacp.co.uk/about.therapy/get-help-with-counselling-concerns-service/
bacp-ethical-framework-for-the-counselling-professions-2018.pdf
NCS
NCS | Counselling Society Complaints & Concerns Procedure (nationalcounsellingsociety.org)
Code of Ethical Practice (nationalcounsellingsociety.org)
ICF
ECRProcess2020.pdf (coachfederation.org)
ICF-Code-of-Ethics-1.pdf (coachingfederation.org)
Formal complaint:
In the event that a complaint is not resolved satisfactorily by Galena Wellbeing, then a formal complaint may be made to the BACP or NCS for counselling and ICF for life coaching.
Details can be found below:
BACP
www.bacp.co.uk/media/15010/bacp-guide-to-makingacomplaint-apr22.pdf
Email: professional_conduct@bacp.co.uk
Contact number: 01455 883300
NCS
Email: conduct@nationalcounsellingsociety.org
Contact number: 01903 213683
ICF
Email: ethics@coachingfederation.org
Keeping records of complaints:
A record will be kept of all complaints received for a period of three years. Anonymous complaints will also be recorded, including the reasons for any decision to pursue or not to pursue the complaint. A report of the complaint, procedure and outcome will also be submitted to the BACP, NCS or ICF if requested.