Your opinion is important to us.

This policy covers the situation where a TCC client raises a complaint about a TCC consultant therapist or coach.

At TCC, we are passionate about providing clients with a great service and working with the utmost professionalism. With this in mind, such complaints should be rare.

1. In the event that a client (i.e. an individual receiving therapy, coaching or therapeutic supervision from a TCC consultant) submits a complaint regarding the relevant consultant’s conduct/performance or about the treatment they have received, the complaint shall be handled in accordance with this complaints policy.

1. We request that, in the event that a client has a complaint, they inform the relevant consultant in the first instance via email or in writing. Alternatively, if the client does not feel comfortable to do so, they are invited to inform our TCC Practice Manager/Principal on support@carvalhotherapy.com.

1. Once a complaint has been submitted, TCC will confirm receipt and outline next steps within 5 working days. TCC will endeavour to fully investigate and respond to the complaint within 21 days. However, if this is not possible, TCC will specify the reason the 21 days cannot be met and set a revised timeline that is considered reasonable under the circumstances specified.

1. The TCC Practice Manager/Principal will attempt to support the resolution of the complaint, holding in mind at all times the ethical considerations involved in doing so, particularly where there are safeguarding issues involved.

1. Where appropriate and practicable, an alternative party may be used to investigate the complaint.

1. If we at TCC are unable to resolve the matter to the client’s satisfaction internally, we request that they inform the consultant’s relevant regulatory body (such as the BACP/UKCP/ICF) and follow the relevant procedure therein.