Effective Date: 28/03/2025
Last Updated: 28/03/2025
At Men’s Counselling Service (MCS), we are committed to maintaining the highest standards of professionalism, transparency, and service quality. We value your feedback and take complaints seriously. This document outlines the steps for submitting a complaint and the process we follow to address it.
Purpose of the Complaints Procedure
This procedure is designed to:
1. Provide a clear and accessible way for clients and counsellors to submit complaints.
2. Ensure complaints are handled fairly, promptly, and confidentially.
3. Use feedback to improve our services and operations.
Scope
This procedure applies to complaints related to:
• The services provided by MCS.
• The conduct of counsellors listed on the MCS platform.
• Issues related to the MCS website or other associated platforms.
How to Submit a Complaint
1. Complaints About MCS Services
If your complaint relates to MCS directly, please contact us in writing:
• Email: [email protected]
• Subject Line: Complaint – [Your Name or Organisation Name]
Include the following details:
• Your full name and contact details.
• A clear description of your complaint.
• Any relevant supporting documents (emails, screenshots, etc.).
• The outcome you are seeking.
2. Complaints About a Counsellor
If your complaint concerns a counsellor listed on MCS, you may:
• Contact the counsellor directly if you feel comfortable doing so.
• Submit a formal complaint to MCS if you are unable to resolve the issue with the counsellor directly.
Include the following information:
• The counsellor’s name and location.
• A clear description of the issue, including dates and key details.
• Any supporting evidence (emails, receipts, etc.).
Complaints Process
1. Acknowledgment: We will acknowledge your complaint within 5 working days of receipt.
2. Investigation: We will investigate your complaint thoroughly and may request additional information if required. For complaints about counsellors, we will work with the counsellor to gather information and understand the situation.
3. Resolution: We aim to resolve complaints within 20 working days. If we need more time, we will inform you of the delay and provide an updated timeline. Once the investigation is complete, we will provide a written response detailing the outcome and any actions we will take.
4. Appeals: If you are dissatisfied with the outcome, you may appeal the decision by contacting MCS within 10 working days of receiving our response.
Confidentiality
All complaints will be treated confidentially. Information will only be shared with those directly involved in the investigation and resolution process.
External Complaints
If your complaint involves a breach of a counsellor’s professional conduct, you may also submit a complaint to the counsellor’s professional regulatory body (e.g., BACP, UKCP, etc.).
Contact Information
For further assistance, please reach out to: [email protected]
We value your feedback and will do our utmost to resolve your complaint fairly and promptly. Thank you for helping us maintain and improve our service.