At Your New Reflection, I aim to provide counselling, hypnotherapy and NLP in a professional, respectful and safe environment. I understand that sometimes a client may feel unhappy or have concerns about the service they have received. If this happens, I want you to feel able to raise your concerns. Making a complaint will not affect your right to receive appropriate support.

If possible, I encourage you to raise your concern with me in the first instance. You can contact me by email: kate@yournewreflection.com You can explain what has happened, what you are unhappy about and, if appropriate, what you would like me to do to resolve the situation. You do not need to use any particular wording or format to make a complaint.

I will normally acknowledge receipt of your complaint within 5 working days. I will then consider the concerns you have raised and, where appropriate, review relevant records or information. I will aim to respond as promptly as possible and keep you informed if the investigation is likely to take longer than expected.

Complaints will be considered fairly and without unnecessary delay. I will: • Listen to your concerns. • Review the relevant information. • Consider whether the service provided met appropriate professional standards. • Respond to the issues you have raised. • Explain any action I propose to take where appropriate. I will maintain confidentiality throughout the complaints process, subject to the same legal and professional limits that apply to client confidentiality generally.

If you are not satisfied with my response, you can raise your complaint through the National Counselling and Psychotherapy Society (NCPS) complaints process. As an NCPS Accredited Registrant, I am subject to the professional and ethical requirements of the NCPS. The NCPS complaints procedure and current contact details should be obtained directly from the NCPS, as these may change. Your New Reflection will cooperate with any appropriate professional complaints process.

Anonymous complaints may be considered where sufficient information is provided to allow the concern to be properly understood or investigated. However, it may not be possible to provide a response where there is no way to contact the person making the complaint.

If you are making a complaint on behalf of another person, I may need confirmation that you have their permission to do so before discussing confidential information. There may be circumstances where information cannot be disclosed because of confidentiality or data protection requirements.

A record of complaints and relevant correspondence will be retained securely in accordance with my data protection and record-retention procedures. Client records are generally retained for 7 years after therapy has ended.

Your New Reflection is committed to working within appropriate professional and ethical standards. Where a complaint raises concerns about professional conduct, safeguarding, confidentiality or another serious matter, I will take appropriate action in accordance with my professional responsibilities.

Your New Reflection Kate Rogers NCPS Accredited Registrant Email: kate@yournewreflection.com