Effective Date: 28th March, 2025
Last Updated: 9th February, 2026
At Men’s Counselling Service (MCS), we are committed to maintaining the highest standards of professionalism and transparency. We value feedback and take all complaints seriously.
1. Scope of this Procedure
This procedure applies to:
MCS Platform Issues: Complaints regarding our website, subscription billing, or staff conduct.
Directory Accuracy: Complaints regarding incorrect information on a counsellor's profile.
Platform Conduct: Complaints regarding a practitioner's failure to respond to enquiries or breach of our Code of Conduct.
Clinical Disclaimer: MCS is a directory service, not a healthcare provider. We do not oversee the clinical practice of the independent counsellors listed on our platform. Complaints regarding clinical outcomes, therapeutic advice, or professional ethics must be directed to the counsellor’s professional regulatory body.
2. How to Submit a Complaint
Please submit your complaint in writing to:
Email: [email protected]
Subject Line: Formal Complaint – [Your Name]
Please include:
A clear description of the issue.
The name of the counsellor involved (if applicable).
Any supporting evidence (screenshots, emails, etc.).
Your desired outcome.
3. Our Process
Acknowledgement: We will acknowledge your complaint within 5 working days.
Assessment: We will assess whether the complaint is administrative (Platform-related) or clinical (Counsellor-related).
Administrative: We will investigate and aim to resolve the matter within 20 working days.
Clinical: We will provide you with the details of the counsellor’s professional regulatory body (where available) so you can pursue their formal grievance process.
Action: If a complaint against a counsellor is upheld or indicates a breach of our Code of Conduct, MCS reserves the right to suspend or permanently remove the counsellor’s profile from our directory.
Final Response: We will provide a written response detailing our findings and any actions taken regarding the counsellor’s status on our platform.
4. External Regulatory Bodies
If your complaint involves a breach of professional ethics or clinical safety, you should contact the relevant professional regulatory body with whom the practitioner is registered.
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.