If something hasn’t gone well, I want to hear it and put things right. This page explains how to raise a concern, the steps I will take, and the independent routes available if we can’t resolve it together.
Emergency: This process isn’t for crisis situations. If you are at risk of harm, call your local emergency number (e.g., 112 in the EU, 999 in the UK).
1) How to raise a concern (informal)
- Email me: email@therapyhub.eu
- Tell me what happened, when, and what you would like me to do.
- I aim to acknowledge within 2 business days and try to resolve matters informally and promptly.
2) Formal complaint (written)
If informal resolution isn’t possible, you can make a formal complaint by email.
What to include
- Your name and contact details.
- A clear description of the issue(s) and relevant dates.
- Any steps already taken and the outcome you’re seeking.
What I will do
- Acknowledge your complaint within 5 business days.
- Review: I will review notes, correspondence, and any relevant information.
- Response: I will send a written outcome within 28 days. If I need more time (for example, to gather information), I will explain why and give you an updated timeframe, keeping you informed at least every 14 days.
Data & confidentiality
I handle complaint information in line with my Privacy Policy. Clinical details are treated as confidential and are only shared where necessary and lawful (e.g., for supervision on a non-identifiable basis, legal/insurance advice, or where there is a serious risk of harm).
3) Independent routes if we can’t resolve it
A) Professional conduct (BACP)
I am a BACP Accredited Member and subject to the BACP Professional Conduct Procedure. You can raise a concern about my professional or ethical conduct with BACP at any time.
B) Consumer mediation (France/EU – Consumer Clients)
If you are a Consumer Client and a contractual dispute remains unresolved after my written response or after two months from your written complaint, you have the right to use free-of-charge consumer mediation. Contact the médiateur after you receive my written response, or if you have not received one within two months. You must refer the case within one year of your written complaint.
Médiateur: La Société Médiation Professionnelle (Service de la Médiation de la Consommation)
- Website: http://www.mediateur-consommation-smp.fr
- Postal address: Alteritae, 5 rue Salvaing, 12000 Rodez, France
You may submit your mediation request in French. Mediation is independent and aims to help both sides reach an agreement. It does not remove your right to go to court.
Not applicable to Business Clients. For business-to-business engagements (supervision, mentoring, training), consumer mediation does not apply.
4) Court jurisdiction (summary)
This policy sits alongside my Terms & Conditions of Business. In summary:
- Consumers: You may bring proceedings in the courts of your country of residence, or in Vannes, France.
- Business Clients: Disputes are subject to the exclusive jurisdiction of the courts in Vannes, France, without prejudice to any mandatory rules of law.
5) Records and learning
I keep a brief record of complaints and outcomes to improve my services. These records are retained in line with my Privacy Policy.
6) Accessibility
If you need adjustments (for example, plain-language summaries or a different format), tell me what would help. Where an accessibility adjustment requires unusual processing (e.g., a transcript), I will seek your explicit consent, keep any data only as long as necessary, and then delete it.
Last updated: 20 November 2025