MAKE A COMPLAINT

Our Commitment to You

At Links Counselling Service we aim to ensure that every client, community member and staff member is treated with dignity and respect. We are committed to providing a safe, professional and compassionate service.

If something has gone wrong or you are unhappy with any aspect of our service, we want to hear from you so we can put things right and learn from your experience.

All Links Counselling Service counsellors are trained to national standards, receive regular supervision, and work under the British Association for Counselling and Psychotherapy (BACP) Ethical Framework (or equivalent professional standards). 

How to Raise a Concern or Make a Complaint

You can raise a concern or complaint at any time and in any format: in person, by phone, email or letter. You do not need to put your complaint in writing unless you would like to. A complaint is any expression of dissatisfaction about something we did, didn’t do, or about the quality of service you received.

Stage 1: Early Resolution

Most concerns can be resolved quickly and compassionately at the point they arise. When you raise a concern, we will:

  • listen carefully to your concerns

  • try to understand what has happened

  • explain or clarify where helpful

  • take steps to resolve the issue

We aim to resolve complaints at this stage within 5 working days.

If your complaint is resolved, we will record the outcome as resolved. You can request a written response if you would like one.

If we cannot resolve the issue at this stage, or if you remain unhappy, you can ask for your complaint to move to Stage 2. 

Stage 2 - Investigation

Stage 2 is used when:

  • your complaint could not be resolved at Stage 1

  • the issues are complex or serious

  • you request a formal investigation

In exceptional circumstances, a complaint may begin at Stage 2. If this happens, we will explain why.

At Stage 2 we will:

  • acknowledge your complaint within 3 working days

  • carry out a full and fair investigation

  • ensure the investigation is completed by someone not directly involved

  • provide a written response within 20 working days (or explain if more time is needed)

  • keep you updated if the investigation takes longer

Your final response will:

  • address each issue you raised

  • explain what we found

  • outline any actions we are taking

  • provide a named contact for clarification

  • confirm that you have completed our complaints procedure

Safeguarding and Complaints

If your complaint includes a safeguarding concern, we will refer this immediately to the Safeguarding Lead or relevant statutory service.

We may pause only the parts of your complaint that overlap with safeguarding enquiries while other aspects continue. We will keep you informed throughout.

Complaints Involving More Than
One Organisation

If your complaint involves another organisation, we will work with them where appropriate to provide a coordinated response and help identify who can best assist you.

If Your Complaint Involves a Senior Manager

If your complaint concerns a member of senior management, the Board of Directors will oversee the process to ensure it is handled fairly and independently.

If you would like to raise a concern or make a complaint, you can contact us:

Phone: 028 3834 2825 and you can ask to speak to a senior member of staff.

Email: or if preferred, you can email us on info@linkscounselling.com

If your complaint is against the CEO, you can send a letter to a board member, addressing it to:
The Chairperson
Links Counselling Service
23a Castle Lane
Lurgan
BT67 9DB

For more information about BACP and their complaints dept, please click here.

For our full Complaints Procedure please click here.