Complaints

Our commitment

Secure Connections aims to provide a safe, respectful, professional and compassionate service.

We value feedback and recognise that there may be occasions when you are unhappy with an aspect of our service.

We take complaints seriously. Raising a concern will not affect your right to receive counselling or the way you are treated.

We will listen to your concerns, respond respectfully and use complaints as an opportunity to reflect on and improve our practice.

1. What can you complain about?

You can raise a concern or make a complaint about any aspect of the service provided by Secure Connections.

This could include concerns about:

The counselling service you have received.
The way you have been treated.
Professional boundaries.
Confidentiality or privacy.
Communication.
Appointments or cancellations.
Fees or payments.
Accessibility.
Something you believe has been handled inappropriately.
Any other aspect of the service that has caused you concern.

You do not need to use particular words or provide your complaint in a specific format.

If you are unsure whether something is a complaint, please feel free to raise it with us.

2. Raising a concern informally

If you feel comfortable doing so, we encourage you to raise your concern directly with your counsellor in the first instance.

Sometimes a conversation can resolve a concern quickly and allow us to understand what has happened from your perspective.

You can raise a concern:

During a counselling session.

By email.

Email: sarahdimondtherapy@gmail.couk

You are welcome to have someone support you in raising a concern if this would make the process easier for you.

3. Making a formal complaint

If you do not feel able to raise your concern informally, or if you are not satisfied with the response, you can make a formal complaint.

A formal complaint can be made in writing by email.

Please include, where possible:

Your name and contact details.
A description of what has happened.
The date or approximate date of the incident or concern.
The names of anyone involved, if known.
Any relevant information or documents.
What you would like us to do to resolve the matter.

You do not need to provide all of this information if it is not available.

Complaints email: sarahdimondtheraoy@gmail.com

4. Acknowledging your complaint

We will acknowledge receipt of a formal complaint within 7 working days.

We will explain what will happen next and, where appropriate, provide an indication of how long the process is likely to take.

5. Investigating your complaint

We will consider your complaint fairly and objectively.

We may need to:

Review relevant records.
Speak with you to clarify what has happened.
Consider information provided by you or others.
Reflect on the relevant professional, ethical or organisational standards.
Seek appropriate professional advice or supervision where necessary.

We will only access or share personal information that is necessary and lawful for the purpose of handling the complaint.

Where appropriate, we may ask for your consent before obtaining or sharing additional information.

6. Responding to your complaint

We aim to provide a full written response within 28 working days of receiving a formal complaint.

If we are unable to respond within this timeframe, we will explain why and provide an updated timescale.

Our response will normally:

Explain how the complaint has been considered.
Set out the outcome.
Explain any actions we intend to take.
Apologise where appropriate.
Explain what you can do if you remain dissatisfied.

7. Possible outcomes

Depending on the circumstances, the outcome of a complaint may include:

An explanation or clarification.
An apology.
An agreement to change a particular practice or procedure.
Further discussion with you.
Additional professional reflection or supervision.
Appropriate remedial action.

Not every complaint will result in the outcome requested by the person making the complaint. However, we will explain our reasoning wherever possible.

8. Confidentiality

Complaints will be handled as confidentially as possible.

Information will only be shared with people who need it for the purpose of investigating or responding to the complaint, or where there is a legal, safeguarding or professional reason for doing so.

Where a complaint raises concerns about the safety or welfare of a child or another person, information may need to be shared with an appropriate person or organisation.

Where possible and appropriate, we will discuss this with you.

9. Complaints involving safeguarding

If a complaint raises concerns about the safety or welfare of a child, young person or vulnerable person, Secure Connections will follow appropriate safeguarding procedures.

Safeguarding concerns may need to be referred to an appropriate professional, organisation or statutory service.

This may happen whether or not the person making the complaint gives consent where there is a legal or safeguarding basis for sharing information.

10. Complaints about the counsellor

If your complaint relates directly to the counsellor providing your counselling, we will make reasonable efforts to ensure that the complaint is considered fairly and without prejudice.

Where appropriate, we may seek advice or supervision from a suitably qualified professional.

If Secure Connections is unable to resolve the complaint internally, or if you remain dissatisfied with the outcome, you may have the option of taking your complaint to the counsellor's professional body or other relevant organisation.

11. Professional body

Secure Connections is a member of UKCP.

If you remain dissatisfied after completing our complaints process, you may be able to contact the relevant professional body.

Professional body: UKCP
Membership/registration number: 2011187252
Complaints information: https://www.psychotherapy.org.uk/ukcp-members/complaints/how-to-make-a-complaint/

12. Complaints about data protection

If your complaint relates specifically to how your personal information has been handled, you can contact Secure Connections in the first instance.

You also have the right to complain to the Information Commissioner's Office (ICO) if you believe your personal information has been handled unlawfully or inappropriately.

You can find information about making a data protection complaint on the ICO website.

13. Anonymous complaints

We will consider anonymous complaints where possible.

However, if we do not know who has made the complaint or cannot contact them, our ability to investigate and respond may be limited.

14. Support when making a complaint

We recognise that making a complaint can feel difficult, particularly when the complaint relates to a therapeutic relationship.

You can ask someone you trust to support you in making a complaint or to help you communicate your concerns.

We will make reasonable adjustments where necessary to help people access the complaints process.

15. No disadvantage for complaining

You will not be disadvantaged or treated less favourably because you have raised a genuine concern or complaint.

We will continue to treat you with dignity and respect throughout the complaints process.

16. Learning from complaints

Complaints and feedback can help us improve our service.

Where appropriate, we will reflect on complaints as part of our professional practice and supervision and consider whether changes to our procedures or services are needed.

Any learning will be handled in a way that protects the confidentiality and privacy of those involved.

17. Contact details

If you would like to raise a concern or make a complaint, please contact:

Secure Connections
Sarah Dimond
Email: sarahdimondtherapy@gmail.com

Professional body: UKCP
Membership/registration number: 2011187252

Last updated: 17th August 2026