External complaints procedure


Tilehouse Counselling adheres to the British Association of Counselling and Psychotherapy (BACP) code of ethics. We continually monitor and review our policies and practices in order to provide the best possible service to our clients. If you have any complaint about our organisation, then we would wish to know about it so that we can explore the difficulties, and make any appropriate changes.  In the event that you have any kind of complaint about Tilehouse

Counselling, then you should take the following steps:  First, you should talk to our Director about your complaint.


If, having spoken to our Director, you feel that your complaint has not been resolved, then you should write to them to formalise your complaint.


The Director will acknowledge your letter within a week. They will investigate your complaint and do their best to resolve the issue(s) you have raised. The Director will write to you following their investigation. If appropriate the Director will arrange a meeting with you to talk through your complaint. 


If you feel the complaint is still not resolved for you then you should write to the Chair of Trustees. They will acknowledge your letter and further investigate your complaint. The Chair will then write to you.  


If, having taken all the above steps, you are still not satisfied that your complaint has been resolved, then you should contact:- 


The British Association of Counselling & Psychotherapy

15 St John's Business Park


LE17 4HB

Tel: 01455 883300