Complaints Procedure
Complaints Procedure
MenteMira aims to provide counselling, psychotherapy, clinical supervision and related services in a respectful, ethical and professional way. If something feels unhelpful, unclear or has gone wrong, you are welcome to raise this. Complaints are taken seriously and are used to support accountability, learning and improvement.
This procedure applies to complaints about MenteMira’s services, communication, professional conduct and the handling of personal information.
1. Raising a concern informally
If you feel able to, you may first raise your concern with your therapist, supervisor or practitioner. Many concerns can be discussed and resolved within the therapeutic or professional relationship.
You do not have to speak to your practitioner first if this does not feel appropriate. You can contact MenteMira directly at:
2. Making a formal complaint
If you would like to make a formal complaint, please email:
It is helpful if you can include:
- what has happened;
- who was involved;
- when it happened;
- how it has affected you;
- what you would like to happen next.
If writing a complaint is difficult or you need information in another format, please let us know so that reasonable adjustments can be considered.
3. How MenteMira will respond
MenteMira will acknowledge your complaint within 5 working days where practicable.
Your complaint will be reviewed carefully and respectfully. We may need to ask for further information so that we can understand what has happened.
MenteMira aims to provide a written response within 20 working days of acknowledging your complaint. If more time is needed, we will explain why and tell you when you can expect a response.
If something has gone wrong, MenteMira will be open about this, take appropriate steps to limit or repair any harm, and apologise where appropriate.
4. Confidentiality and records
Complaints will be handled confidentially. Information will only be shared with those who need it for the complaint to be reviewed and responded to.
A record of the complaint, the review process and the outcome will be kept securely in line with MenteMira’s Privacy Policy and relevant legal, professional and insurance requirements.
5. Professional body support
Your practitioner’s profile will state their professional membership.
You may contact your practitioner’s professional body directly if you would like advice or wish to raise a professional concern. For BACP members, information is available through BACP’s Get help with counselling concerns service.
You do not have to complain to MenteMira before seeking advice from a professional body.
6. Data protection complaints
If your complaint is about how your personal information has been collected, used, stored, shared or otherwise handled, it will be treated as a data protection complaint.
You can raise a data protection complaint by emailing:
Please include:
- your name;
- what your concern is about;
- what you would like MenteMira to look into;
- how you would prefer us to respond.
MenteMira will acknowledge a data protection complaint within 5 working days where practicable, and always within the legal requirement of 30 days.
MenteMira will take appropriate steps to review the concern, make any necessary enquiries, keep you informed where more time is needed, and tell you the outcome without undue delay.
You also have the right to contact the Information Commissioner’s Office, known as the ICO, if you are concerned about how your personal information has been handled.
The ICO usually expects people to give the organisation an opportunity to respond before asking the ICO to consider the complaint.
The ICO can be contacted at:
Information Commissioner’s Office
Website: www.ico.org.uk
Telephone: 0303 123 1113
7. Respectful communication
MenteMira welcomes feedback and complaints made in good faith.
We ask that communication remains respectful. If communication becomes abusive, threatening, discriminatory or unsafe, MenteMira may set boundaries around how the complaint is handled. This will not prevent a genuine concern from being considered.
8. Questions
If you have questions about this Complaints Procedure, please contact:
