Unhappy with our service

How we handle your complaints.

Complaints Policy

The Counselling and Therapy Hub CIC – Complaints Policy

1. Our Commitment

We are committed to providing high-quality, person-centred counselling and support. If you feel our service has not met your expectations, we take your feedback seriously and will work to resolve any concerns fairly and promptly.

2. How to Make a Complaint

Please submit your complaint in writing to:

The Counselling and Therapy Hub CIC
The Circle
33 Rockingham Lane
Sheffield
S1 4FW

Or email: info@the-cath.org.uk (Subject: Complaint)

Include:

  • Your name and contact details
  • Details of your complaint
  • What outcome you are seeking

3. What Happens Next?

  • We will acknowledge your complaint within 5 working days
  • An independent director or counsellor (not involved in your care) will investigate
  • You will receive a full response within 28 days
  • If we need more time, we will let you know

4. If You Are Not Satisfied

If our response does not resolve your complaint, you have the right to escalate to:

These professional bodies oversee ethical standards and can investigate complaints independently.

5. Confidentiality

All complaints are handled confidentially. Information will only be shared with those directly involved in the investigation or where there is a legal obligation to do so.

6. Anonymous Complaints

We will consider anonymous complaints, but investigation may be limited without contact details.

Policy Review: This policy will be reviewed annually or after any significant complaint.
Next review due: April 2027

© 2026 The Counselling and Therapy Hub CIC. Company number: 12729248

Still Have Questions?

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