Complaints Policy

I am committed to providing a high standard of care and service. I recognise that there may be occasions when you feel dissatisfied with an aspect of your therapy or the service you have received. I take complaints seriously and welcome the opportunity to understand concerns and put things right where possible.

This policy explains how you can raise a concern or make a complaint and how I will respond.

Purpose

The purpose of this policy is to provide a clear, fair and accessible process for raising concerns or making a complaint about the therapy or services I provide.

I will respond to complaints respectfully, honestly and without defensiveness, and will use feedback to reflect on and improve my practice.

Scope

This policy applies to therapy and related services provided by Jenny Bell Therapy, including individual and couples therapy, psychosexual and relationship therapy, creative psychotherapy, and online sessions.

What is a complaint?

A complaint is an expression of dissatisfaction about the therapy or service you have received.

This might relate to:

  • the conduct or behaviour of the therapist

  • the quality or appropriateness of the service provided

  • communication or administrative matters

  • professional boundaries

  • confidentiality or privacy

  • fees, cancellations or other practical arrangements

  • any other aspect of the service you feel has not met your expectations

You do not need to use the word “complaint” or use formal or legal language when raising a concern.

Raising a concern or complaint

If you have a concern, I encourage you to raise it with me as soon as you feel able. Wherever possible, I will try to resolve concerns informally and promptly.

You can raise a concern:

  • in person

  • by telephone

  • by email

  • in writing

If you would prefer to make a formal complaint, please put this in writing where possible. This helps me understand your concerns clearly and respond fully.

You are welcome to ask a trusted person or advocate to support you in making a complaint.

How I will handle your complaint

When I receive a complaint, I will:

  • acknowledge it as soon as reasonably possible

  • make appropriate enquiries and consider the relevant information

  • respond fairly and objectively

  • keep you informed if the matter cannot be resolved promptly

  • explain the outcome and any action I intend to take

  • apologise where appropriate if something has gone wrong

  • consider whether any changes to my practice are needed as a result

As a sole practitioner, I will normally investigate complaints myself. Where appropriate, and where this can be done while maintaining confidentiality, I may seek advice or supervision from an appropriately qualified professional.

I will aim to resolve complaints as promptly as possible. The timescale will depend on the nature and complexity of the complaint.

Confidentiality

Complaints will be handled sensitively and confidentially.

Information about a complaint will only be shared where necessary to investigate or respond to it, where you have given permission, or where disclosure is permitted or required by law or professional obligations.

There may be circumstances where confidentiality cannot be maintained, for example where there is a serious concern about someone's safety or where disclosure is required by law.

Data protection complaints

If your complaint concerns how I have collected, used, stored, shared or otherwise handled your personal information, this will be treated as a data protection complaint.

Examples include concerns about:

  • how your personal information has been collected or used

  • the security of your information

  • how your information has been stored or shared

  • how I have responded to a request to access your personal information

  • the accuracy or retention of information I hold about you

  • a suspected data breach

You can raise a data protection complaint using the contact details below.

I will acknowledge receipt of a data protection complaint within 30 days. I will then make appropriate enquiries without undue delay, keep you informed of progress where appropriate, and provide an outcome without unjustifiable or excessive delay, in accordance with current data protection requirements.

If you remain dissatisfied after I have responded, you have the right to complain to the Information Commissioner's Office (ICO).

Information Commissioner's Office (ICO)
Website: ico.org.uk
Telephone: 0303 123 1113

The ICO recommends that you normally give the organisation an opportunity to resolve a data protection complaint first, although you can contact the ICO if you remain dissatisfied.

Professional concerns

I am an HCPC-registered Music Therapist and am required to meet the HCPC's Standards of Conduct, Performance and Ethics.

If your concern relates to my professional conduct, competence or fitness to practise, you may also raise a concern directly with the Health and Care Professions Council (HCPC).

The HCPC requires registrants to support people who wish to raise concerns and to provide a helpful and honest response to complaints.

Health and Care Professions Council (HCPC)
Website: hcpc-uk.org

Jenny Bell: HCPC AS017623

If you are unhappy with my response

I will do my best to resolve complaints fairly and constructively.

If you remain dissatisfied with how your complaint has been handled, you can let me know and I will consider whether there are any further steps I can reasonably take.

You may also choose to raise a concern with the relevant professional or regulatory body, where appropriate. For concerns relating to my HCPC-registered practice, this may include the HCPC.

Learning and improvement

I view complaints as an opportunity to reflect on my practice.

Where appropriate, I will consider what I can learn from a complaint and whether any changes to my practice, procedures or communication are needed to reduce the likelihood of similar concerns arising in future.

I will keep an appropriate record of complaints and the action taken in response.

Contact

To raise a concern or make a complaint, please contact:

Jenny Bell
Jenny Bell Therapy
hello@jennybelltherapy.com

I aim to provide a service that is respectful, inclusive and responsive. If something has not felt right, I encourage you to tell me so that I have an opportunity to understand and address it.

Updated October 2026