Concerns & Complaints
The General Psychotherapy Council (GPsyC) recognises the complexities that can exist within psychotherapeutic relationships. Being a conciliatory and non-adversarial organisation, it will seek to resolve any concerns and complaints in a constructive, transparent and supportive manner.
GPsyC practitioners hold the welfare of their clients as central to their psychotherapy work and embed into their practice the organisation’s values of respect, compassion and professionalism. However, should circumstances arise that indicate the Principles of Practice have been contravened by a practitioner, the GPsyC will seek to address any reported issues through its processes of resolution.
On receipt of a concern/complaint, an assessment will take place to decide whether an intervention is appropriate. To ensure transparency, practitioners will always be informed if a concern is raised about them. (Only under exceptional circumstamces will a complaint matter not be forwarded to a practitioner.) Should it be deemed that an intervention is needed, the GPsyC will either commence with its process of Conflict Resolution or initiate its Complaints Procedure.
The GPsyC follows ACAS guidlines for dealing with concerns/complaints and will not tolerate or engage with malicious or aggressive conduct from any party.
Stage 1 - Conflict Resolution Process
Recognising the importance of communication and understanding, the GPsyC, where possible, will always seek to address issues between a client and a practitioner informally through its transformative Conflict Resolution approach. Under these circumstances, the GPsyC will facilitate the various parties in coming together to ensure the contentious matters being raised are clarified, understood, and heard by all. Should this process prove beneficial and the parties are able to formulate and come to an agreeable resolution, the matter will be concluded. If it is not possible to reach a reasonable or agreeable resolution through the Conflict Resolution process (or the concerns lodged are deemed unsuitable for a conflict resolution intervention), the GPsyC's Complaints Process will then be initated.
Stage 2 - Complaints Process
The GPsyC's Registrar assumes responsibility for all concern/complaint matters and will seek the opinions and perspectives of members of the GPsyC's Conduct and Complaints Committee (and/or specialists outside the field) to deteremine what actions are appropriate for achieving satisfactory resolutions. Guidelines issued by the UK's Advisory, Conciliation, and Arbitration Service (ACAS) are followed when addressing complaint matters. The GPsyC aims to conclude any complaint matter within 60 days.
STEPS
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#1//
When a concern or complaint is raised with the General Psychotherapy Council about a registered practitioner’s conduct, the party raising the complaint will be sent an email to acknowledge receipt of their complaint, and the practitioner being complained of will receive notification and a copy of the submitted complaint.
#2//
The Registrar will consider the complaint in conjunction with members of the GPsyC's Conduct and Complaints Advisory Committee.
#2i
Should a complaint matter be found not to point to practitioner contraventions, both the complaining party and the practitioner will be informed of that outcome within two weeks of the decision.
#2ii
Should it be determined that contraventions of the Principles of Practice appear to have occurred, an investigation into the matter will commence and all parties will be informed of the commencement of an investigation. Should the practitioner and the client still be working together at the time the complaint is lodged the GPsyC will require the psychotherapy work to be paused until the matter is resolved.
#3//
In line with ACAS procedures, an investigation process will commence, which might require meeting with the complaining party and/or the registered practitioner. Depending upon the nature and complexity of a complaint matter, a longer resolution time frame may be required; this will be communicated to both parties.
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#4//
The findings of the investigation will be considered by the Registrar and members of the Conduct and Complaints Committee using the Principles of Practice as a guide to determine if and how contraventions have occurred. If contraventions are deemed to have occurred, a decision will be made which will include any actions required to bring the complaint matter to a conclusion. All parties will be informed of the decision within two weeks of it being reached.
#5//
Should either party wish to appeal the decision, a written appeal can be submitted within 21 days of the date the decision was emailed/communicated. The GPsyC will consider any legitimate appeal matters and will act accordingly to a address/amend a decision should the Registrar and Advisory Committee deem it appropriate.
