Complaints and Concerns Policy

Date: June 2026
Next Review: July 2028
Approved by: Board of Trustees

1. Introduction

Restore Counselling, Training & Related Services is committed to providing high-quality services. However, we recognise there may be times when individuals feel concerned or dissatisfied. We value feedback, including complaints, as it helps us improve our services and ensure we are meeting the needs of those we support.

This policy outlines how service users, supporters, trainees, volunteers, and members of the public can raise concerns or complaints, and how these will be handled fairly and efficiently.

2. Definitions

Concern: An expression of worry or disquiet about a service, which is often current and can usually be addressed quickly and informally.

Complaint: An expression of dissatisfaction with a service or action that has personally affected an individual and requires formal investigation and response.

3. Raising a Concern

If you have a concern about any aspect of our services, please raise it as soon as possible with the person involved or their line manager. Often, concerns can be resolved quickly through informal discussion.

If your concern cannot be resolved informally or you are not satisfied with the outcome, you may submit a formal complaint following the procedure below.

4. Formal Complaints Procedure

4.1 Who can complain

Anyone who uses our services, attends our training, engages with our charitable activities, or is a member of the public directly affected by our work can make a complaint. Staff and volunteers should use the Grievance Procedure instead.

4.2 What you can complain about

You can complain about any aspect of Restore's services, decisions, or actions that have caused you dissatisfaction. This may include:

• Quality of counselling or training services
• Behaviour of staff, volunteers, or trainees
• Information provided by Restore
• Decisions made that affect you

4.3 How to make a complaint

Put your complaint in writing, stating clearly:

• What happened
• When it happened
• Who was involved
• What outcome you would like

Send your complaint to:
Restore Counselling, Training & Related Services
Email: info@restorecounsellingservices.org.uk
Or by post to: 57 High Street, Tunbridge Wells, TN1 1XU

If you wish to escalate your complaint you may contact the Chief Executive / Manager of Restore. If the matter affects the Chief Executive, then you should address your concerns to the Chair of Trustees.

If your matter cannot be resolved or you are dissatisfied with the outcome, you have the right to raise your concerns with the relevant professional body, details of which will be stated on the client agreement.

If you need support to make your complaint, please contact us to arrange reasonable adjustments or assistance from a staff member unconnected to the issue.

4.4 What happens next

• Your complaint will be acknowledged in writing within 5 working days.
• A manager or appropriate senior staff member will investigate your complaint, which may involve meeting with you to discuss your concerns in more detail.
• You will receive a written response within 20 working days of acknowledgment. If more time is needed, you will be informed with an updated timeframe.
• Outcomes may include an explanation, apology, action taken to resolve the issue, or changes to practices to prevent recurrence.

4.5 Complaints about Personal Information

If you believe Restore Counselling & Related Services has not handled your personal information in accordance with UK data protection legislation, you may raise this as a data protection complaint using this complaints procedure.

Examples include concerns about:

• How your personal information has been collected or used
• Access to your personal information
• The accuracy of information we hold
• How long we retain information
• Disclosure of your information to others
• Any other concern relating to your rights under UK data protection legislation

Data protection complaints will normally be acknowledged within 30 days and investigated without undue delay. Where appropriate, we may ask for further information to help us investigate your concerns.

If you remain dissatisfied after our response, you have the right to complain to the Information Commissioner's Office (ICO).

4.6 Appeal Process

If you are not satisfied with the response to your complaint, you may appeal by writing to the Chief Executive or, where the complaint relates to the Chief Executive, to the Chair of Trustees within 14 days of receiving the outcome letter.

Your appeal will be reviewed by an appropriate person who has not been directly involved in the original decision wherever practicable. You will receive a final written response within 20 working days of your appeal being acknowledged. Where additional time is required, you will be informed of the reason and provided with an updated timescale.

If, following the completion of our internal complaints and appeals process, you remain dissatisfied:

• Where your complaint relates to the professional conduct or practice of a counsellor or other practitioner, you may refer the matter to the relevant Professional Body, details of which are provided in your Client Agreement.
• Where your complaint relates to the way Restore Counselling, Training & Related Services has collected, used, stored or otherwise handled your personal information, you have the right to raise your concerns with the Information Commissioner's Office (ICO).

5. Confidentiality

All complaints will be handled confidentially and in accordance with the UK GDPR, the Data Protection Act 2018, and our Data Protection Policy.

Personal information relating to a complaint will only be accessed by those who need it to investigate and resolve the matter and will be retained only for as long as necessary in accordance with our retention schedule.

6. Learning from Complaints

Complaints are recorded and reviewed regularly to identify any patterns, ensure learning, and improve services. Anonymous summaries may be shared with staff, volunteers, and Trustees as part of our continuous improvement processes.

7. Contact

Restore Counselling, Training & Related Services
Email: info@restorecounsellingservices.org.uk
Phone: 07760 923402
Website: www.restorecounsellingservices.org.uk