Making a Complaint

Making a complaint

We strive to provide an excellent service to service users and agencies alike, but occasionally we may not get things right and if you would like to make a complaint we will make every effort to address your concerns and put things right.

If the complaint is from a child, young person, parent or carer, receiving services from CLEAR, or being made on behalf of a child or young person, we have a Complaints Policy and Procedure Document, which can be viewed or downloaded from the section to the right. There is also a Complaints Flowchart which clarifies the process graphically.

If the complaint is from any other source then please either write to:
Simon Carpenter
PO Box 706
or email

We aim to respond to all enquiries within five working days. If you would like to offer feedback but not necessarily make a formal complaint, you may wish to use one of our feedback forms.

Not satisfied with our response?

Should you remain dissatisfied despite our response, and your complaint relates to Counselling and Psychotherapy Services offered by CLEAR, our organisation is accountable to the British Association of Counsellors and Psychotherapists (BACP) and further advice is available from their website. By way of example, these statements are taken directly from the BACP Ethical Framework of Good Practice in Counselling and Psychotherapy.

Values of counselling and psychotherapy

The fundamental values of counselling and psychotherapy include a commitment to:
  • Respecting human rights and dignity
  • Ensuring the integrity of practitioner-client relationships
  • Enhancing the quality of professional knowledge and its application
  • Alleviating personal distress and suffering
  • Fostering a sense of self that is meaningful to the person(s) concerned
  • Increasing personal effectiveness
  • Enhancing the quality of relationships between people
  • Appreciating the variety of human experience and culture
  • Striving for the fair and adequate provision of counselling and psychotherapy services
These values are central to the ethos of CLEAR.