Code of Ethics and Practice: Complaints Procedure

The purpose of this procedure is:

a) To provide an impartial and demonstrable means of hearing clients’ complaints against members.

b).  To prevent members who do not comply with the code of ethics and practice of practicing under the ISPC designation.

Counsellors agreeing to abide by the ISPC’s code of practice, and who are subsequently awarded membership are also subject to the following complaints procedure.  

1) The only person who is entitled to make an official complaint about the standard of work of a particular Counsellor is a client, or someone acting on behalf of a client.

2) All complaints must be made in writing to The Administrative Board, ISPC, Greetwell Place, Greetwell Road, Lincoln LN2 4US.

3) The client will be sent an acknowledgement.  The Counsellor will be sent a copy of the complaint and asked to respond directly to the Administrative Board.

4) Members of the Administrative Board will examine the details of the original complaint together with the Counsellor’s response and will seek clarification where required.

 5) If the complaint is upheld, the Counsellor will have their membership cancelled, have their name deleted from the counselling directory and lose the right to use the Society’s designatory letters after their name.  They will not be entitled to a refund.  In extreme circumstances the Administrative Board may, without prejudice and having obtained the express permission from the client, refer the matter to the police or legal authorities.

6) In the event that the complaint is found proved, the Counsellor will be informed of the length of time that the above sanctions will apply, and any conditions required for their lifting.

7) The client will be notified of the decision in writing.

8) The Counsellor may appeal against the decision of the Administrative Board.  In this event the client will be notified in writing and three members of the Society will be requested to serve as outside assessors to the case.  A vote will then be taken from three members of  the Administrative Board and the three outside assessors and the majority vote will decide the sanctions (if any) to be taken against the Counsellor.  This will then be the final decision.

9) The final decision will be notified to the client and the Counsellor in writing.