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Friday 20 July
My.Anglia > Student services > Counselling > Complaints procedure

Counselling and Wellbeing Service


Email: | Call: 01245 68 6700


Complaints procedure

If you have a problem with any aspect of our service, please follow the steps below.

If you wish to receive assistance from a helper or advocate, you need to inform us in writing that you wish to do this, identifying the person. We will handle your complaint in a professional and supportive way and we welcome the opportunity to improve our service to customers.

  1. If possible, talk to the staff member concerned to see if the matter can be resolved easily and promptly. Often it can.
  2. If you are still not satisfied, or feel unable to undertake Step 1, you should contact the Deputy Head, Counselling and Wellbeing. We aim to respond within three working days of receiving the complaint and we will respond by telephone, email, or letter as appropriate.
  3. If the Deputy Head, Counselling and Wellbeing is unable to resolve the matter to your satisfaction, you should send details of your complaint in writing to the Head of Study Support and Wellbeing at the address at the bottom of the page. Please provide the following information:
    • Date(s) and location(s) of any incident(s)
    • Name(s) of person(s) concerned
    • What has occurred
    • The outcome/actions you consider would satisfy you and resolve the complaint
  4. We can provide, on request, a form covering the above points.

  5. The Head of Study Support and Wellbeing will investigate the matter and send a reply within five working days of its receipt. If appropriate, the complaint may be referred to the Director or Assistant Director of Student Services.
  6. If you are still not satisfied with the outcome, you can register a formal complaint. Details of how to do this can be found here. Every effort will be made to resolve the matter to the satisfaction of all parties involved at the earliest stage possible. In doing this, the legal, regulatory, and ethical framework of the BACP will be considered closely.

* If your complaint is against the Deputy Head, Counselling and Wellbeing, move directly to Step 3.