Complaints Policy

Raising a complaint with Erko Psychology

We hope you never need to raise concerns about our service or any aspect of your contact with us. However, we value your feedback and will do our best to resolve things for you.

No matter how you decide to communicate your concerns, we will listen.

Call or Email Us here.

Write to us:
Complaint Resolutions Department
Erko Psychology
41 Marryat Way
Bransgore BH23 8FG

Health and Care Professionals Council (HCPC)

If you are unhappy with the conduct of, or the service you received from, one of our psychologists, you can make a complaint through their statutory body. All you need is the name of the psychologist. We would prefer if you contacted us first to see if we can resolve your complaint but you do not need to do so. You should also contact the HCPC if you feel that your complaint has not been resolved to your satisfaction.

For more information please visit their website at http://www.hpc-uk.org/complaints/

British Association for Counselling and Psychotherapy (BACP)

If you are unhappy with the conduct of, or the service you received from, one of our counsellors, you can make a complaint through their professional body. All you need is the name of the counsellor. We would prefer if you contacted us first to see if we can resolve your complaint but you do not need to do so. You should also contact the BACP if you feel that your complaint has not been resolved to your satisfaction.

For more information please visit their website at http://www.bacp.co.uk/crs/complaints.php

To help us resolve your complaint, we’ll need the following information:

Your name
A contact telephone number
A description of your complaint
Any relevant information relating to your complaint that we may not have already seen.

Timescales

Once you have submitted the details of your dissatisfaction, we’ll respond to your complaint as quickly as we can. But if we can’t get back to you straight away with a resolution, we’ll ensure we contact you within five working days to acknowledge your complaint and explain the next steps.

We always aim to resolve things within 20 days from when you first told us about your concerns. But if it looks like it will take us longer than this, we will let you know the reasons for the delay and regularly keep you up to date with our progress.

If we can’t respond fully to your complaint within 20 days, or you’re unhappy with our final response, you can refer your complaint to the HCPC or the BACP. We will provide you with all their contact details and more information about the Service when we send you our final response or at the end of 20 days.

For our full complaints policy please see ERKO Complaints Policy (PDF, 93kb)