What this procedure is for
This procedure is for concerns that a member of WhatCounsellor has breached our Code of Conduct. It exists to protect the public and the integrity of the directory. Anyone may use it: clients, members of the public, other practitioners, or organisations.
What we can and cannot do
We can: investigate alleged breaches of our Code of Conduct by current members; require members to respond; issue guidance, warnings, suspension or removal from the directory; and publish removal on the listing where this procedure requires it.
We cannot: award compensation; adjudicate clinical practice disputes (a member's professional body and insurer exist for that, and we will point you to the right body's own complaints process where one applies); investigate people who are not members (though we will note concerns about misuse of our badge or name by non-members and act on those directly); or provide crisis support. If you or someone else is at immediate risk, call 999 first, or contact the Samaritans free on 116 123 if you need someone to talk to now. If your concern involves a possible crime, contact the police; we will cooperate with any official investigation.
If your complaint is really about WhatCounsellor itself (our service, our decisions, our data handling), email hello@whatcounsellor.co.uk and we will deal with it directly; data protection concerns can also be raised with the ICO.
How to complain
Email complaints@whatcounsellor.co.uk or write to WhatCounsellor, 71-75 Shelton Street, London, WC2H 9JQ. Please include: your name and contact details (we do not investigate anonymous complaints, though we treat your details confidentially); the member's name and, if known, listing number; what happened, when and where; any evidence (messages, receipts); and what outcome you are seeking. If you need help making a complaint in writing, contact us and we will assist. If your complaint concerns what was said within counselling sessions, we will handle the detail with particular care and share it no further than fairness requires.
What happens next
- Acknowledgement: within 5 working days.
- Initial assessment: within 10 working days we confirm whether the complaint falls within this procedure. If it does not, we explain why and signpost you elsewhere where we can, including the member's professional body where that is the right route.
- Member response: we put the complaint to the member, who has 14 days to respond. Membership obligations require honest cooperation.
- Investigation: we review the complaint, the response and the evidence. We may ask either party follow-up questions. Most investigations conclude within 8 weeks of acknowledgement; if more time is needed, both parties are told why and given a revised date.
- Decision: both parties receive the outcome and the reasons in writing.
Possible outcomes
- No breach found: no action, with reasons given.
- Guidance: the member is advised on future conduct.
- Formal warning: recorded against the membership; repeated warnings escalate.
- Conditions: for example, a requirement to update documents or evidence within a set period.
- Suspension: the profile is hidden from public view for a set period or pending steps being completed.
- Removal: membership is ended, all membership credentials are withdrawn, and the listing shows "Removed" with the date. Removal is used for serious or repeated breaches, dishonesty in an application, practising without insurance while listed, or conduct creating risk to the public.
Appeals
Either party may appeal a decision within 14 days on the grounds that the procedure was not followed, or that relevant evidence was not considered. Appeals are reviewed afresh by the founder (or, where the founder made the original decision, with independent input). The appeal decision is final within this procedure. Nothing here affects anyone's legal rights.
Records and confidentiality
We keep complaint records securely for 6 years. We share the substance of a complaint with the member concerned (fairness requires it) but not more widely, except where publication of an outcome is required by this procedure or disclosure is required by law.