Complaints Procedure

The TalkingZone counselling service is committed to providing a reliable, confidential and friendly counselling service but we may not get it right every time. In order for the service to develop and to continue to meet its high standards, the following procedures have been devised to deal with complaints.

1. Contact the Counsellor

In the first instance, any issues or concerns raised can be discussed with the Counsellor to seek a possible solution informally. If the issue is unable to be resolved, use the next route below in order of number:

2. Contact the TalkingZone Service Manager

The service manager will deal with any complaints relating to the conduct of Counsellors and Therapists working on behalf of the service in schools, community settings, online and any other related issues.

Elizabeth Armitti

TalkingZone

School of Psychology & Therapeutic Studies

University of South Wales

Newport City Campus

Usk Way

Newport

NP20 2BP

Telephone: 01633 432263

Email: [email protected] 

3. Contact the School

Each school has its own Complaint Procedure Policy. You can speak to the Head or Assistant Head Teacher to obtain a copy or to make a complaint. You can also speak to any member of staff in the school.

4. Contact the University of South Wales

The School of Psychology and Therapeutic Studies will investigate your complaint relating to the TalkingZone Counselling Service, its manager or Counsellors. The University of South Wales policy on dealing with complaints will be followed should the complaint escalate. The university will provide a written response to complaints within 28 days of the date of complaint.

Joanne Fowler

Head of School of Psychology and Therapeutic Studies,

School of Psychology & Therapeutic Studies

University of South Wales

Pontypridd

CF37 1DL

Email: [email protected] 

5. Contact the Counselling Professional Bodies

All associations rely on members of the public as well as other professionals to bring matters of poor and unethical counselling/therapy practice to their attention. Anyone making a complaint directly to the professional bodies should be aware which one the Counsellor/Therapist is registered with. The TalkingZone service itself is an origination member of the BACP under the University of South Wales. For further information and/or to make a compliant please contact:

BACP: Professional Conduct Department
Telephone No: 01455 883300
Fax No: 01455 550243
Email: [email protected] 

HCPC: Fitness to Practise Department
Telephone No: 0800 328 4218
Fax No: 020 7582 4874
Email: [email protected] 

UKCP: UK Council for Psychotherapy
Telephone No: 02070 149955
Email: [email protected] 

The National Counselling Society
Telephone No: 01903 200666
Email: [email protected]