Complaints Policy

Door2Dore Complaints Policy

DOOR2DORE COUNSELLING

Last Updated: June 2026

1.     PURPOSE

Door2Dore Counselling is committed to protecting the privacy, confidentiality and personal information of all clients, prospective clients, website users and other individuals whose personal information we process.

This policy explains how concerns or complaints relating to the handling of personal information can be raised and how they will be investigated.

2.     SCOPE

This policy applies to complaints relating to:

·        The collection of personal information

·        The use of personal information

·        The storage and security of personal information

·        The sharing or disclosure of personal information

·        Access requests for personal information

·        Requests for correction, deletion or restriction of personal information

·        Data breaches

·        Any other matter relating to data protection and privacy

3.     HOW TO MAKE A COMPLAINT

If you have concerns about how Door2Dore Counselling has handled your personal information, you should contact us as soon as possible.

Complaints may be made in writing by email or post.

Contact Details

Door2Dore Counselling
19 Hillingdon Road
Uxbridge
Middlesex
UB10 0AD

Telephone: 07734 088172

Email: angie@door2dorecounselling.co.uk

Please provide:

·        Your name and contact details

·        A description of your complaint

·        Relevant dates or circumstances

·        Copies of any supporting documents where available

·        The outcome you are seeking

4.     ACKNOWLEDGEMENT OF COMPLAINTS

We will acknowledge receipt of your complaint within five working days wherever possible.

The acknowledgement will include:

·        Confirmation that your complaint has been received

·        The name of the person handling the complaint

·        Information about the complaints process

·        An estimated timescale for a response

5.     INVESTIGATION PROCESS

All complaints will be investigated fairly, objectively and confidentially.

The investigation may include:

·        Reviewing relevant records

·        Reviewing correspondence and communications

·        Considering applicable legal and professional obligations

·        Seeking clarification from the complainant where necessary

·        Obtaining professional advice where appropriate

Information will only be accessed by those who need to be involved in investigating the complaint.

6.     RESPONSE TIMES

We aim to provide a full written response within 30 calendar days of receiving the complaint.

Where a complaint is particularly complex and additional time is required, we will inform you of the reasons for the delay and provide an updated timescale.

7.     OUTCOMES

Following investigation, we may:

·        Uphold the complaint in full

·        Uphold the complaint in part

·        Not uphold the complaint

Where appropriate, we may:

·        Correct inaccurate information

·        Restrict processing activities

·        Delete information where legally permissible

·        Improve procedures and working practices

·        Provide an explanation or apology

·        Implement additional staff or professional training

8.     DATA BREACHES

If your complaint relates to a personal data breach, we will investigate the matter promptly.

Where required under UK GDPR, the breach will be reported to the Information Commissioner's Office (ICO) and affected individuals will be informed without undue delay.

9.     RIGHT TO ESCALATE

If you are dissatisfied with the outcome of your complaint, you have the right to complain to the Information Commissioner's Office (ICO).

Information Commissioner's Office

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

Website: https://ico.org.uk

10.  RECORD KEEPING

A record of all data protection complaints and their outcomes will be maintained securely.

Complaint records will only be retained for as long as necessary to comply with legal, regulatory, professional and insurance requirements.

11.  REVIEW OF THIS POLICY

This policy will be reviewed periodically and updated where necessary to reflect changes in legislation, regulatory guidance or professional practice.

Last Review Date: June 2026
Next Review Date: June 2027

For a counselling practice, I would also recommend having a separate Client Complaints Policy (covering counselling service complaints, professional conduct, fees, appointments, etc.) in addition to this Data Protection Complaints Policy, because the ICO expects data complaints to be handled separately from general service complaints.