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Complaints Policy

The Best You Therapy > Complaints Policy

Effective Date: 29 July 2026

Complaints Policy

At The Best You Therapy, I am committed to providing a safe, professional, respectful and ethical counselling service. I welcome feedback from clients, as it helps me continually improve the quality of the service I provide.

If you are dissatisfied with any aspect of my service, I encourage you to let me know so that I have the opportunity to understand your concerns and work towards a fair resolution.

How to Make a Complaint

If you wish to make a complaint, please contact me in writing by email or post using the contact details below.

Tracey Rees
The Best You Therapy
Website: https://www.thebestyoutherapy.co.uk
Email: [email protected]
Telephone: 07771 993 845

Please include:

  • Your name and contact details.
  • A clear description of your complaint.
  • Relevant dates or appointments (if applicable).
  • Any supporting information you believe may assist.
  • The outcome or resolution you are seeking.

What Happens Next

When I receive your complaint, I will:

  • Acknowledge receipt of your complaint within 10 working days.
  • Carefully review the information you have provided.
  • Contact you if further information or clarification is required.
  • Investigate the matter fairly, impartially and confidentially.
  • Respond in writing as soon as reasonably possible.

My aim is to resolve most complaints within 30 working days. If additional time is required, I will explain why and keep you informed of progress.

Complaints About Personal Data

If your complaint relates to how I have collected, stored, used or protected your personal information, it will be handled in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Data Use and Access Act 2025.

For data protection complaints, I will:

  • Acknowledge your complaint within 30 days.
  • Investigate your concerns fairly and thoroughly.
  • Keep you informed about the progress of my investigation.
  • Provide the outcome without undue delay.

If you remain dissatisfied after I have responded, you have the right to complain to the Information Commissioner’s Office (ICO).

Information about the ICO can be found at:

https://ico.org.uk

My ICO number is: ZA782043

Professional Standards

I work in accordance with the ethical frameworks and professional standards of:

  • UK Council for Psychotherapy (UKCP) – 2011174485
  • British Association for Counselling and Psychotherapy (BACP) – 00971650
  • National Counselling & Psychotherapy Society (NCPS) – NCS-01523

I am also an NCPS Accredited Children and Young People’s Therapist.

If You Remain Dissatisfied

If, after I have responded to your complaint, you remain dissatisfied, you may wish to contact the relevant professional body if your complaint concerns my professional conduct or ethical practice.

Depending on the nature of your complaint, this may include:

National Counselling & Psychotherapy Society (NCPS)

If your complaint relates to my practice as an NCPS member or Accredited Children and Young People’s Therapist, information about the NCPS complaints process can be found on the NCPS website.

British Association for Counselling and Psychotherapy (BACP)

If appropriate, you may also contact BACP regarding concerns relating to professional conduct.

UK Council for Psychotherapy (UKCP)

If your complaint relates to my membership of UKCP, information about their complaints procedure is available through UKCP.

Please note that these organisations generally expect you to raise your concerns with me first before they consider a complaint.

Confidentiality

All complaints will be treated seriously, sensitively and confidentially.

Information relating to a complaint will only be shared where necessary to investigate the complaint, where required by law, or where required by a professional body considering the complaint.

Continuous Improvement

Complaints and feedback are viewed as opportunities to improve the quality of my counselling service.

Where appropriate, I will review my policies, procedures or working practices to help prevent similar issues arising in the future.

Contact

Tracey Rees
The Best You Therapy
Website: https://www.thebestyoutherapy.co.uk
Email: [email protected]
Telephone: 07771 993 845