Complaints

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My approach

I am committed to providing a professional, safe and respectful service. I value feedback and welcome the opportunity to understand and respond to any concerns you may have.

This complaints process applies to both my counselling service and online safety support service.

My aim is to address concerns openly and fairly and, wherever possible, resolve them through discussion.

Raising a concern

If you have a concern about any aspect of my service, please contact me in the first instance.

You can raise your concern by email: lucy@lucyhowardonline.co.uk

It is helpful if you can provide as much information as possible, including:

• The nature of your concern
• Relevant dates or details
• What you would like to happen to resolve the issue

You don't need to use formal or legal language. Simply explaining what has happened and what concerns you is enough.

Responding to your complaint

I will acknowledge your complaint as soon as reasonably possible and aim to respond within an appropriate timeframe. I will:

• Listen carefully to your concerns
• Review the information provided
• Consider any relevant policies, agreements and professional guidance
• Respond with my findings and any actions I intend to take

I will treat your complaint confidentially and respectfully.

Counselling service complaints

My counselling practice follows the ethical standards of the National Counselling and Psychotherapy Society (NCPS).

If you are unhappy with my counselling service and we are unable to resolve your concerns together, you may contact the NCPS through its complaints procedure.

Online safety service complaints

My online safety service is a separate service focused on practical education and guidance.

If your concern relates to online safety support, I will review the matter in line with this policy and my professional boundaries.

Where a concern relates to another organisation or service — for example, a financial provider, technology company or online platform — I may advise you to contact the relevant organisation directly.

Data protection complaints

If your concern relates specifically to how I have collected, used, stored or otherwise handled your personal information, you can make a data protection complaint directly to me.

This may include concerns about:

• How your personal information has been collected or used
• How your information has been stored or kept secure
• The accuracy or retention of your personal information
• How I have responded to a request concerning your personal information
• The way I have handled a data protection or privacy matter

You do not need to use legal terminology or refer to specific legislation when making a data protection complaint.

How to make a data protection complaint

Please email: lucy@lucyhowardonline.co.uk

Please make it clear that you are making a data protection complaint and provide as much relevant information as you can, including what has happened and any relevant dates.

Please don't include passwords, security codes or other information that isn't necessary to deal with your complaint.

What happens next

I will acknowledge receipt of a data protection complaint within 30 days.

I will then take appropriate steps to consider and investigate the complaint without undue delay. I will keep you informed about the progress of the complaint where appropriate and will explain the outcome once my review is complete.

Confidentiality and records

Any complaint will be handled sensitively.

Information relating to a complaint will be stored securely and only shared where necessary to respond appropriately or to meet legal and professional obligations.

If you remain dissatisfied

If you remain dissatisfied after I have responded to your complaint, you may seek advice from an appropriate external organisation.

For counselling-related concerns, this may include the National Counselling and Psychotherapy Society (NCPS).

For data protection concerns, you may contact the Information Commissioner's Office (ICO).

Website: https://ico.org.uk

Telephone: 0303 123 1113

The ICO generally expects people to raise their concern with the organisation first, although you can contact the ICO if you remain dissatisfied.