How to make a complaint
How to make a complaint about an ACC counsellor or an ACC counselling affiliate
ACC counsellors and counselling organisations are required to follow ACC’s Ethics and Practice as a commitment to professional accountability and public protection.
For various reasons counselling is not guaranteed to be effective for every client, and while this is regrettable, generally the effectiveness of therapy is not grounds for complaint. If, however, a counsellor member behaves in a way that falls short of the standards set out in the Ethics and Practice, then there may be grounds for complaint to ACC or any other counselling membership body that they belong to.
We encourage you to raise any issues of concern directly with your counsellor or counselling agency and try to resolve locally. Where this is not appropriate, or you remain dissatisfied with the outcome and want to raise a concern or make a complaint, please contact us at complaints@acc-uk.org.
ACC’s Complaints Procedure
ACC’s Complaint Form
Guidance for people who wish to make a complaint
Indicative Sanctions Policy
How to make a complaint about ACC or its staff
We strive to do our best to provide an excellent service to our members and the public but there might still be times when you want to make a complaint or raise a concern about the service you have received from us, or about a member of staff.
We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person/or organisation that has made the complaint.
To make a complaint about ACC, please read Complaints against ACC.
To make a complaint about ACC staff, please read Complaints against ACC staff.
If you wish to make a complaint against ACC or its staff, please email complaints@acc-uk.org.
Support
ACC are able to provide reasonable and impartial support to anyone who makes a complaint or raises a concern. This can be help in completing the forms, understanding the process, submitting evidence etc. Pastoral support is available for those involved in complaints associated with a serious professional breach of ACC’s ethical code.
Similarly, ACC are able to provide reasonable and impartial support to registrants who are undergoing a complaint investigation and procedure. Normally this support will be help in explaining the process, submitting evidence etc. Pastoral support is available for registrants being investigated for a serious professional breach of ACC’s ethical code.