1. Purpose
This policy outlines the procedure for raising and resolving complaints at Redlands Counselling Training. It ensures that all concerns are handled fairly, promptly, and in accordance with professional and ethical standards.
2. Scope
This policy applies to:
- All students enrolled in Redlands Counselling Training programmes
- All tutors and staff members
- Complaints relating to any aspect of training, conduct, or service delivery
3. Complaints Procedure
There are three stages in the complaints process. Each stage must be completed before progressing to the next. Students are advised to retain copies of all documents submitted during the process.
3.1 Stage 1: Informal Resolution
If you are currently enrolled on a course, raise your concern with your tutor within 5 working days of the incident.
Your tutor will investigate and respond appropriately, or may ask you to submit your complaint in writing.
If the complaint involves your tutor or cannot be resolved informally, proceed to Stage 2.
3.2 Stage 2: Formal Complaint
Submit your written complaint to the Course Director at Redlands Counselling Training, 5 Victoria Park Road, Bournemouth BH9 2XB, within 20 working days of the incident.
You will receive an acknowledgement within 5 working days.
A nominated person (usually the Internal Verifier) will investigate and respond within 30 working days of receipt.
3.3 Stage 3: Independent Review
If dissatisfied with the Stage 2 outcome, submit a written appeal within 10 working days of the response.
Include factual evidence and/or signed witness statements.
The appeal will be reviewed by an Independent Complaints Reviewer.
A final decision will be issued within 28 days.
Where an appeal is turned down, no further correspondence will be entered into.
4. Review & Updates
This policy is reviewed annually to ensure it remains aligned with current guidance from CPCAB and BACP, and reflects best practice in complaints handling and student support.
V2 25/26 Reviewed September 2025