Complaints Policy – Black Sheep Wellbeing

Complaints Process Black Sheep Wellbeing takes complaints seriously sets out how manages complaints about service and data protection per BACP Ethical Framework Consumer Rights Act 2015 UK GDPR Data Protection Act 2018 - Practitioner Ken Etchells MA MBACP 00988492 - BSc (Hons) Counselling Psychology 2:1 Leeds Trinity BPS GBC, MA Integrative Counselling and Psychotherapy with Merit Leeds Beckett BACP Accredited, Specialist Diploma in Trauma Therapy - The Grove Practice - currently in training - ICO 00014426800 - Enhanced DBS Adults & Children Barred Lists Checked on Update Service - no clinic at home address - blacksheepwellbeing.co.uk info@blacksheepwellbeing.com 07468 727721. Complaint any expression dissatisfaction service whether justified or not therapeutic approach boundaries fees/cancellation communication access equality data protection professional conduct. Stage 1 Informal with Black Sheep Wellbeing Raise early verbally in session or writing via Konfidens secure messaging preferred encrypted EU or email info@blacksheepwellbeing.com or website form correspondence via website only - no clinic at home address - Include name date what happened outcome sought preferred contact No fee Acknowledge 3 working days respond fully 10 working days where possible update if complex Mon-Fri 10:00-20:00 by appointment only next working day Practitioner listens records factually Konfidens separate from clinical notes encrypted EU separation MFA logs DPA app.konfidens.uk supervision anonymised where appropriate reasonable adjustments proposes resolution clarification apology where appropriate refund/replacement where fair change working practice signposting Outcome written via Konfidens/email If not satisfied Stage 2. Stage 2 Formal BACP If remains dissatisfied or concerns professional conduct/ethics complain to BACP BACP House 15 St John's Business Park Lutterworth LE17 4HB Tel 01455 883300 www.bacp.co.uk Professional Conduct Procedure MBACP 00988492 BACP requires evidence attempted resolve with practitioner first where appropriate unless serious misconduct Practitioner cooperates provides records as required Art 6(1)(c) Legal Obligation Art 6(1)(f) defending claims minimum necessary - BACP cannot award compensation can impose sanctions including removal from Register. Stage 3 Data Protection ICO Konfidens Complaint concerns personal data privacy GDPR Raise with Black Sheep Wellbeing first info@blacksheepwellbeing.com 1 month GDPR extendable 2 months complex Konfidens processor hello@konfidens.com Røatoppen 11C 0756 Oslo DPA app.konfidens.uk sub-processors konfidens.com/sub-processors EU encrypted UK Rep Euverify gdpr@euverify.com 3rd Floor 86-90 Paul Street London EC2A 4NE ICO www.ico.org.uk Tel 0303 123 1113 Wycliffe House Water Lane Wilmslow SK9 5AF ICO 00014426800 right lodge complaint ICO anytime ICO generally expects raised with Data Controller first Log breach/complaint log assess if breach 72h notification ICO required notify client if high risk. Abusive/Unreasonable Complaint Behaviour Fair process If abusive/threatening/harassing/discriminatory/sexualised towards practitioner reserves right pause process request communication writing only limit contact frequency e.g. one email per week terminate therapeutic relationship remaining block non-refundable per Terms signposting BACP Find a Therapist report police 999/101 if serious risk vital interests Art 6(1)(d) minimum necessary does not affect right complain BACP ICO. Record Keeping Complaints log date nature outcome learning retained 7 years per BACP guidance and legal limitation periods Art 17(3)(e) separate from clinical notes encrypted Konfidens factual only GDPR compliant Annual review May learning used improve service Konfidens archive 4 years inactive but complaint log retained 7 years.