Complaints

How to raise a concern, and what happens next.

Last updated: June 2026

I want you to feel safe, respected, and well looked after. If something has not gone the way you hoped — whether it is about your therapy, the service, or how I have handled your personal data — I would really like the chance to put it right. This page explains how to raise a concern and the options available to you.

1. Talk to Me First

Wherever possible, please raise your concern with me directly. Most things can be resolved quickly and informally once I understand what has happened.

You are welcome to bring a concern to a session, but you may also prefer to put it in writing so there is a clear record. Either is fine.

2. What Happens When You Complain

  • I will acknowledge your complaint, normally within 5 working days.
  • I will look into it carefully and fairly, and aim to give you a full response within 30 days. If I need longer (for example, to look into something complex), I will let you know and keep you updated.
  • I will treat you and your concern with respect, and raising a complaint will never affect the quality of care you receive.

3. Data Protection Complaints

Under the Data (Use and Access) Act 2025, you have the right to make a data protection complaint directly to me if you are concerned about how I have collected, used, stored, or shared your personal data. Please email complaints@counsellingwithlana.co.uk and I will take it seriously and respond promptly.

If you are not satisfied with my response, you can escalate your complaint to the Information Commissioner's Office (ICO):

  • Website: ico.org.uk/make-a-complaint
  • Helpline: 0303 123 1113
  • Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

4. Professional Conduct Concerns (BACP)

I am a registered member of the British Association for Counselling and Psychotherapy (BACP) and work within its Ethical Framework. If your concern is about my professional conduct and we have not been able to resolve it together, you can contact the BACP:

5. In a Crisis

This page is for complaints and is not monitored for emergencies. If you or someone else is in immediate danger, please call 999. For urgent emotional support, you can call the Samaritans on 116 123 (free, 24/7).

6. Related Policies

You may also wish to read my Privacy Policy, Data Retention Policy, and GDPR Statement.