At MAC Counselling & Coaching, we are dedicated to delivering the highest standard of care. If a client is unhappy with any part of the service they have received, we welcome their feedback and are committed to addressing concerns fairly, respectfully, and promptly.
All practitioners are individual members of either BACP or COSCA and must follow the ethical standards of these professional bodies. Clients are encouraged to raise concerns directly with their practitioner or with us as an organisation in the first instance.
If a client cannot find resolution within MAC Counselling & Wellbeing and would like to take the complaint further, it must be in writing and sent directly to:
BACP:
BACP House, Unit 15, St. John's Business Park, Lutterworth, LE17 4HB, or email it to Professional_Conduct@bacp.co.uk
COSCA:
The complaint must be made in writing using the Proforma within the procedures laid down in the COSCA Complaints Procedure (see www.cosca.org.uk under ethics). The above proforma can be obtained from COSCA. This must be completed and sent, signed, dated, and marked ‘private and confidential’ to the Chief Executive, COSCA (Counselling & Psychotherapy in Scotland), 16 Melville Terrace, Stirling FK8 2NE.
We take all complaints seriously, whether they relate to therapeutic services such as counselling and coaching, or serious misconduct such as unethical behaviour or legal breaches. The process is confidential and designed to support both the person making the complaint and the practitioner involved.
Please note that while MAC Counselling & Coaching oversees complaints with care, individual practitioners are responsible for their own professional conduct and insurance, and MAC is not legally liable for the actions of independent contractors.
