Complaints & Concerns
Me In Time Counselling & Psychotherapy
Your experience matters.
Counselling is built on trust, but that doesn't mean everything will always feel right. You may have a question about how we work together, feel uncomfortable about something that has happened, or be concerned about the service you've received.
I want you to feel able to raise those concerns, including when they're about something I've said or done.
You have the right to be heard, to ask questions and to make a complaint without feeling pressured or judged.
Raising a concern with me
If something about our counselling work is troubling you, you're welcome to discuss it with me during a session or contact me directly.
Stuart Walker, BSc (Hons), Dip.Couns, MBACP
Email: stuart@meintime.co.uk
I'll listen to your concerns, take them seriously and try to understand what has happened from your perspective.
Where appropriate, we can discuss what might help resolve the difficulty. This could involve clarifying a misunderstanding, reviewing our counselling agreement, acknowledging something that has gone wrong or considering changes to how we work together.
I recognise that raising a concern with your counsellor may not feel easy, particularly when the concern is about the counselling relationship itself.
You are not obliged to continue counselling while a concern is being considered.
How I respond to complaints
If you make a formal complaint directly to me, I will acknowledge it, consider the issues raised and explain how I intend to respond.
I aim to acknowledge written complaints within five working days and provide a substantive response within 20 working days where reasonably possible. If more time is needed, I will explain why and keep you informed.
I may seek appropriate professional advice or supervision when considering a complaint, while respecting confidentiality and sharing only information necessary for that purpose.
I will keep an appropriate record of the concern, my response and any action taken.
Making a complaint will not result in you being treated unfairly.
Raising a concern with BACP
I am a member of the British Association for Counselling and Psychotherapy (BACP) and work in accordance with its Ethical Framework.
BACP has an independent professional conduct process for considering complaints about its members.
You can contact BACP for confidential guidance about concerns relating to counselling or psychotherapy, including if you are unsure whether you wish to make a formal complaint.
You do not have to speak to me first if you feel unable or uncomfortable doing so. BACP may ask what steps you have taken to resolve the concern directly, or why this has not been possible.
BACP Get Help with Counselling Concerns
Website: https://www.bacp.co.uk/gethelp
Email: gethelp@bacp.co.uk
Telephone: 01455 883300, option 2
Making a formal complaint about a BACP member
BACP will explain its complaints process, eligibility requirements and the information it needs.
Privacy and confidentiality
Concerns and complaints are handled with care and appropriate confidentiality.
Information may need to be shared where necessary to respond to a complaint, obtain professional or legal advice, meet insurance requirements or cooperate with an appropriate professional conduct process.
I will handle such information in accordance with my professional responsibilities and my Privacy & Confidentiality policy.
Reviewing this procedure
I review my approach to complaints periodically and in response to changes in professional guidance or working practices.
Last reviewed: 6 November 2026