Complaints

EACH Counselling & Support is committed to providing a high quality, transparent and accessible service to everyone we support or deal with. In order to do this we need you to tell us when we get things wrong as we want to help resolve your complaint or concern as quickly as possible. To help us do this, please contact us on 020 5577 6059 and we will try to resolve it with you.

We handle any expression of dissatisfaction with our service which calls for a response as a complaint. We listen to your complaints, treat them seriously and learn from them so we can continuously improve our service. If you want to make a formal complaint please see the process as outlined below.

Our standards for handling complaints

  • We can receive complaints verbally, by phone, email or in writing
  • We treat all complaints seriously
  • You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness
  • We will treat your complaint in confidence within the organisation
  • We will deal with your service complaint promptly. We will acknowledge receipt of a written complaint within five working days where we have a return address and you can expect to have a full reply within 20 working days. In a few cases we will not be able to send a full reply within 20 working days of receipt, for example if your complaint is very complex. If this happens, we will tell you the reason why and let you know when we will be able to reply in full, keeping you fully informed of progress.
  • We will not treat you less favourably than anyone else because of your:
    o sex or legal marital or same-sex partnership status: this includes family status, responsibility for dependants, and gender (including gender reassignment, whether proposed, commenced or completed)
    • sexual orientation
    • colour or race: this includes ethnic or national origin or nationality
    • disability
    • religious or political beliefs, or trade union affiliation
    • any other unjustifiable factors, for example language difficulties, age, pregnancy and maternity.

 

Formal Complaint
If you wish to make a formal complaint, you can do so by completing our Complaints Form (link below) and sending this through email or post. Alternatively, you may hand it in to a staff member.

Please send your completed Complaints Form:

Email: info@eachcounselling.org.uk

 

EACH Head Office
Vine House
1&2 Factory Yard
Hanwell
W7 3UG

If you are disabled, and need a reasonable adjustment to ensure you can register your complaint, you can contact us phone (one of our staff will help you by writing out your complaint) or ask a member of staff to help you by writing out your complaint.

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