For 1:1 and family therapy clients of Whole Thread Therapy
If something about your therapy hasn't sat right with you, I want to know. Raising a concern doesn't put the therapeutic relationship at risk — handled well, it can strengthen it. This page sets out how to tell me, what happens after that, and what to do if you're still not satisfied.
Most concerns are best raised directly, especially if we're still working together. You're welcome to bring it up in session, or email me at leanne@wholethreadtherapy.co.uk. You don't need to frame it formally — telling me something felt off, didn't work for you, or needs adjusting is enough to start the conversation.
If you'd rather not raise it directly, or you've tried and it hasn't been resolved, you can make a formal complaint using the process below.
Email leanne@wholethreadtherapy.co.uk with as much detail as you're able to give: what happened, when, and what you'd like to see happen as a result. You don't need to use particular language or set it out in a specific format — write it in your own words.
Supervision and confidentiality: As part of good clinical practice, I discuss my work in regular clinical supervision. Where relevant to resolving a complaint, anonymised aspects of our work may be discussed with my supervisor. This doesn't change the confidentiality protections set out in your therapy contract.
I hope most concerns can be resolved between us. If you've raised a complaint and remain unsatisfied with how it's been handled, you have the right to take it further to my professional body.
National Counselling & Psychotherapy Society (NCPS)
I am an Accredited Registrant, MNCPS (Acc.), registration number NCS24-03096, and bound by the NCPS Code of Ethics and Complaints Procedure throughout my membership.
Email: conduct@ncps.com · Phone: 01903 213 683
Full details of how NCPS handles complaints are published at ncps.com/complaints.
NCPS will usually expect you to have raised the concern with me first. They consider complaints relating to my conduct and practice as a counsellor/psychotherapist — they cannot adjudicate on matters like fee refunds, which are a separate, consumer matter.
This policy is for complaints about the quality or conduct of therapy. If you are in crisis or at immediate risk, please contact emergency services on 999, or NHS 111, or the Samaritans on 116 123. This policy is not a substitute for emergency support.
I hold professional indemnity and public liability insurance as both a therapist and a training provider. My insurer would be informed of any complaint that may give rise to a claim.