Complaints & Feedback Policy

Headstrong PRO is committed to facilitating high-quality mental health counselling services to clients with mild to moderate presentations. We recognize that there may be occasions when clients wish to express concerns or provide feedback about the counselling services they have received. We welcome all comments or suggestions and use feedback as a valuable tool to enhance the quality of our platform.

Although Headstrong PRO serves as a platform connecting clients with counsellors, we are not the direct providers of therapy. As such, complaints regarding specific counselling services should generally be directed to the counsellor involved. However, if a client prefers, they may submit complaints directly to Headstrong PRO, and we will pass these on to the counsellor. Complaints will also be considered during our review process of counsellors on the platform. Investigations into specific complaints should be conducted by the counsellor’s accrediting body.

Complaints Procedures 

Complaints can only be made by the client themselves. If the client is unable to provide written feedback personally, a complaint should only be made with the client’s express consent.

Please note that Headstrong PRO is only able to investigate complaints that do not directly relate to the counselling services provided by the counsellor. Such complaints should be brought to the attention of the accrediting body of the counsellor. Headstrong PRO is able to address complaints related to the services provided by the platform (payments, booking and scheduling, and matching processes).

Verbal Complaints

If you wish to make a complaint or discuss any issues you may have with the service or the individual counselling you have received, we encourage you to first bring this to the attention of your counsellor, discussing and attempting to resolve it with them directly if possible.

Written Complaints

If you are a current client and have been unable to resolve your complaint verbally with your counsellor, or if you wish to provide other feedback, you can submit feedback or a complaint through our form at this link: Feedback & Complaints Form.

For any complaint, please describe as fully as possible the nature of your concern, including the following information:

• What you are unhappy about.
• When the incident took place.
• Which counsellors or staff were involved at the time.

Timeline for Managing Complaints

To enhance the quality of Headstrong PRO’s response, we ask that you speak with your counsellor or make a written submission within four weeks of the incident or event you wish to report.

Any written complaint submitted to Headstrong PRO will be acknowledged within 10 working days. If the complaint relates to the services provided by the counsellor, we will pass the complaint to the relevant counsellor, and the responsible manager will also take it into account during our review of the counsellor’s performance on the platform.

If the complaint relates to the services provided by the platform, a full reply, including conclusions and any actions that have been taken or are proposed, will be sent to you within 15 working days. If a full reply cannot be provided within 15 working days, we will inform you of the reason for the delay.

Further Information

Headstrong PRO abides by the BACP’s Ethical Framework for the Counselling Professions. If you have an unresolved complaint that has gone through Headstrong PRO’s feedback & complaints process and has not been resolved to your satisfaction, you may take it further by contacting the BACP at www.bacp.co.uk.