Complaints Policy and Procedure

1. About this Policy

This policy explains how The Dawn Lister Therapy Centre (DLTC) receives, manages, and resolves complaints from anyone connected with its operations — including clients, supervisees, trainees, self-employed therapists, room hirers, or visitors. It applies only to matters where DLTC holds professional, legal, or ethical accountability.

Complaints are handled in a fair, open, consistent, and timely manner, without prejudice. DLTC encourages feedback and early resolution to maintain trust and continuous improvement.

2. Feedback and Contact Methods

People may provide feedback or raise complaints via:

  • Telephone: 07858 612 649
  • Email: dawnlistertc@gmail.com
  • Post: 3 Church Hill, Leigh-on-Sea, SS9 2DE

Those communicating by email will be reminded that the internet is not fully secure, and consent will be sought before using that format to exchange confidential information.

Compliments and positive feedback are acknowledged and may be shared (with written consent) for learning or promotional purposes.

3. Duty of Candour

DLTC operates with transparency and honesty in line with the statutory Duty of Candour. When a complaint or incident occurs, DLTC Directors must:

  • Acknowledge and, where appropriate, apologise for any distress or harm caused (without admitting liability).
  • Assess whether a “Notifiable Safety Incident” has occurred and act accordingly.
  • Encourage candour, openness, and honesty throughout the complaint process.
4. Related Policies
  • Safeguarding Policy – for any safeguarding allegations or concerns.
  • GDPR – Privacy Notice – for data-protection and confidentiality issues.
  • Health and Safety Policy – for incidents involving injury or environmental hazards.
  • Clinical Responsibility and Placement Policies – for issues involving trainees.
5. Complaint Pathways

Stage 0 – Recognition
Complaints are first classified by accountability:

  • DLTC accepts accountability → Pathway A
  • DLTC does not accept accountability → Pathway B

Table 1 – Accountability Reference

DLTC accepts accountability for DLTC does not accept accountability for
Counselling Trainees Self-employed therapists and Trainee Counselling Supervisors
DLTC Trainee Counselling Supervisors (aligned with DLTC through a specific contract defining their role) Room Hirers
DLTC Directors (in DLTC roles) DLTC Directors in their independent clinical roles
Pathway A – DLTC Accountable

Stage 1 – Informal Investigation

  • Complaint acknowledged within 1 working day.
  • Informal review completed within 15 working days.
  • If unresolved, progress to Stage 2.
  • A Director will determine whether the issue can be handled informally or requires escalation. Safeguarding, professional negligence, or notifiable incidents must be escalated immediately.

Stage 2 – Formal Investigation

  • Full documentation of complaint and prior actions.
  • Led by a DLTC Director not directly involved in Stage 1.
  • Process completed within 30 working days.
  • Complainant informed of progress and outcome in writing.

Possible outcomes:

  • No further action
  • Training or supervision advice
  • Policy revision
  • Written warning
  • Termination of agreement or placement
Pathway B – External Practitioners

DLTC does not accept professional or legal accountability for self-employed practitioners or room hirers. Such practitioners are individually responsible for their professional conduct, ethical standards, and client safety.

DLTC supports candour and transparency but takes no responsibility for the outcomes of independently provided services. Any concerns raised about independent therapists will be acknowledged and, with consent, referred to the therapist’s professional body.

6. Unreasonable or Vexatious Complaints

DLTC treats all complaints fairly but will protect staff from abusive or threatening behaviour. A complaint may be deemed unreasonable if the complainant:

  • Repeats or changes the complaint maliciously.
  • Uses abusive or defamatory language.
  • Refuses to accept documented evidence.
  • Persists after full procedure completion.

DLTC may restrict contact where behaviour is deemed harmful or excessive.

7. Data and Confidentiality

All complaint records are stored securely in line with GDPR 2018 and the DLTC Privacy Notice. Sensitive information will be shared only as required by law or with explicit consent.

8. Review and Version Control

V7.11.25 – updated for alignment with DLTC Safeguarding, GDPR, and Clinical Responsibility Policies.This policy will be reviewed annually or sooner if legislation, insurance requirements, or DLTC procedures change.

Review Due: November 2026