Raising a concern.
I take any concern seriously and aim to resolve it openly and quickly. The three-stage procedure below sets out how to raise one and how it will be handled.
Stage 1 — Direct conversation
The first step is to raise the concern directly with me. Email Alishaali2389@gmail.com with a brief description. I will acknowledge receipt within 2 business days and aim to provide a substantive written response within 14 business days. Most concerns are resolved at this stage.
Stage 2 — Formal written complaint
If you are not satisfied with the Stage 1 response, you may escalate by writing a formal complaint to me at Ifra Khan, Ivybridge Counselling, 3 Ernald Ave, London, E6 3AL. I will acknowledge within 2 business days and provide a written response within 14 business days, including a clear account of the steps taken to investigate.
Stage 3 — External escalation
If your concern remains unresolved, the appropriate external route depends on the nature of the issue:
- BACP — for ethics or professional-standards complaints, where I am a BACP-registered counsellor at the time of the complaint. bacp.co.uk
- Financial Ombudsman Service — for payment-related disputes that cannot be resolved through the bank. 0800 023 4567 · financial-ombudsman.org.uk
- Citizens Advice — for consumer rights guidance. 0800 144 8848 · citizensadvice.org.uk
- Information Commissioner's Office — for data protection concerns. 0303 123 1113 · ico.org.uk
- Small claims court — for monetary claims that cannot be resolved through the routes above.
My commitment
Every concern is treated with respect and confidentiality. Raising a concern will not affect the quality of any ongoing engagement.