Bearing in mind that any experience of actually making a complaint may be an intimidating one, we would consider it acceptable for any service-user to be accompanied by a friend or close supporter when making a complaint to Lifecentre. This measure is designed to protect any individual who might be disabled or disadvantaged in any way by age, physical or psychological impairment, or fear.
• If you are a face to face counselling client, complaints should be made in the first instance to your counsellor, either verbally or written. If the matter cannot be resolved satisfactorily you should express your concern to Lifecentre Director, by contacting the office
• Complaints or feedback regarding the helpline services should be communicated either to the Telephone Helpline Supervisor, or to Lifecentre Director.
• Other complaints can be directed to Lifecentre Office Manager.
• The address and telephone number in all cases is:
PO Box 58,
Tel: 01243 786349
• Complaints will be discussed by Lifecentre Management and responded to within four weeks of the date we receive it.
• If the person who made the complaint is not satisfied with the response they should contact the Chair of the Trustees who will conduct a full internal investigation. A written response will be made within four weeks of contact with the Chair of the Trustees. Letters to the Chair of the Trustees can also be sent to the Lifecentre office.
• If the above procedures have been followed and the person who made the complaint is still not satisfied with the response, and the complaint is about counselling, they can contact:
||The British Association for Counselling and Psychotherapy,
35-37 Albert Street,
Telephone: 0870 443 5252
Minicom: 8070 443 5162
The BACP will deal with any complaint about counselling. You may obtain a copy of their complaint's procedure from the number/address above.