Complaints Procedure

As a practitioner, I abide by the Codes of Conduct and Ethics laid down by my accrediting bodies:

The National Council of Integrative Psychotherapists (NCIP, for psychotherapy
https://www.the-ncip.org/ethics); and

The Complementary and Natural Healthcare Council (CNHC, for yoga therapy)
https://www.cnhc.org.uk/code-conduct-registrants#gsc.tab=0)

First Step
In the event of concerns about the care that I provide to you or my professional conduct, you are invited in the first instance to raise any issues with me directly, either in person or in writing, if that is more comfortable. You may contact me on hello@elainecollinstherapy.com. I undertake to acknowledge any written communications within three working days and to seek to respond or resolve any issues within two weeks. This may involve speaking on the telephone or face to face meetings to try to arrive at a mutually acceptable resolution. If further time is required for investigation, you will be notified of the likely time frame with two weeks of the initial contact. If you feel that whatever resolution is offered is not appropriate, or you do not feel safe to approach me with your concern, you may escalate with a formal complaint to the appropriate accrediting body.

Complaints to NCIP
email info@the-ncip.com or call 0300 365 3635. You will be asked to complete an online form outlining the nature of your complaint or may write to The Old Church, 55/57 Grove Road, Harrogate, HG1 5EP. The complaint will be directed to theComplaints Committee and the Risk Assessment Team. They will assess the details of the claim and either offer informal resolution, such as an apology, refund or deciding to drop the complaint, or mediation.

The further stages of escalation if an issue is not resolved at this stage are detailed here: https://www.the-ncip.org/complaints.

My MNCIP registration number is #2246

Complaints to CNHC
Details for how to register a complaint are available here: https://www.cnhc.org.uk/concerns-about-practitioners#gsc.tab=0
CNCC can be contacted here: info@cnhc.org.uk

or call on 020 3327 2720.

My CNHC registration is CNHC02977.

Time limits for Complaints
No complaints can be accepted more than three years from the time of the problem arising. If the complaint refers to specific client work the maximum is three years from the date the client ended therapy with me. However, it is much easier to sort out difficulties if the complaint is brought to my attention as quickly as possible.