Complaints Procedure

Effective Date: 08/08/2025

At SPIRE Therapy, we are committed to providing a safe, respectful, and professional service. If you ever feel unhappy with the service you’ve received, we encourage you to share your concerns so they can be addressed with care and fairness.
 
This procedure outlines how you can raise a complaint and how it will be handled.
 
1. Informal Resolution (Stage One)
If you feel comfortable doing so, we encourage you to raise your concern directly with your therapist in the first instance.
Many issues can be resolved quickly through open, honest communication during or outside of a session.
You can:

• Speak about the issue in your next session

• Email or call to express your concern in writing

We will always listen without judgment and aim to resolve the matter collaboratively and professionally.
 
2. Formal Complaint (Stage Two)
If your concern cannot be resolved informally, or you prefer a more formal process, you may submit a written complaint.
Please include:

• Your full name and contact details

• A clear description of the issue or incident

• Dates and any supporting details

• Your desired outcome (if applicable)

Send your written complaint to:
Email: info@spiretherapy.net
Subject Line: Complaint – Confidential
You will receive an acknowledgment within 5 working days, and a full written response within 14 working days.
In some cases, additional time may be required if further investigation is needed — if so, you will be kept informed throughout.
 
3. Escalation to Professional Body (Stage Three)
If you remain dissatisfied after receiving a formal response, or feel that your complaint involves serious ethical concerns, you have the right to escalate your complaint to the therapist’s professional regulatory body.

If your therapist is a member of the British Association for Counselling and Psychotherapy (BACP), you can submit a complaint through:
🔗 BACP Complaints Procedure:
https://www.bacp.co.uk/about-us/protecting-the-public/complaints-and-conduct/

Other regulatory body details (if applicable) will be provided upon request.

4. Confidentiality
All complaints will be handled with strict confidentiality and in accordance with professional ethical standards. Only those directly involved in resolving the matter will be informed.
Raising a complaint will never affect your right to access services, be treated with respect, or continue therapy — unless you choose to end it.

5. Our Commitment
We take all complaints seriously and view them as an opportunity to improve the service we provide. Your feedback is valued, and we are committed to resolving concerns fairly, respectfully, and promptly.

Last updated: 08/08/2025

For any further questions, please email: info@spiretherapy.net