Complaints Procedure

Complaints Procedure

At Awaken Inner Sense Ltd, I am committed to providing the highest standard of clinical psychotherapy, energy healing, therapeutic support coaching and spiritual healing & guidance. I value the trust you place in me and take all feedback seriously.
If you feel that the service you have received has not met these standards, or if you have concerns about our professional conduct, please follow the steps outlined below.

1. STAGE ONE: INFORMAL RESOLUTION
In many cases, concerns arise from misunderstandings or breakdowns in communication. I encourage you to raise any issues directly with me during a session or via email at info@awakeninnersense.co.uk.
Openly discussing your experience is often the most effective way to resolve concerns and can frequently be integrated into the therapeutic process itself.

2. STAGE TWO: FORMAL INTERNAL COMPLAINT
If an informal discussion does not resolve the issue, or if you feel it is inappropriate to discuss the matter informally, you may submit a formal complaint in writing.

  • What to include: A clear description of your concern, any relevant dates, and what you would consider a satisfactory resolution.
  • Our Response: We will acknowledge your complaint within 5 working days. A full written response, following a review of the clinical notes and the nature of the complaint, will be provided within 21 working days.

3. STAGE THREE: EXTERNAL ADJUDICATION (UKCP)
As a UKCP Registered Psychotherapist, I work in accordance with the UKCP Code of Ethics and Professional Practice.
If your complaint relates to my clinical psychotherapy practice and has not been resolved through our internal process, or if the matter is of a serious ethical nature, you have the right to contact the UK Council for Psychotherapy (UKCP) directly.
The UKCP handles complaints regarding the professional conduct and fitness to practice of its members. You can find details on how to lodge a complaint on their website: www.psychotherapy.org.uk/complaints

4. NON-CLINICAL SERVICES & JURISDICTIONAL LIMITS
Please note that the UKCP’s jurisdiction strictly covers clinical psychotherapy (Pathways 1 and 2) and clinical supervision (Pathway 3). For complaints, disputes, or feedback regarding non-clinical coaching, spiritual, and energetic containers (Pathways 4, 5, and 6), the internal resolution framework (Stages One and Two) applies exclusively. These alternative modalities sit outside the UKCP’s regulatory scope, and we aim to handle all such assessments and reviews internally with absolute professional fairness.

5. RECORD KEEPING & ACCOUNTABILITY
Awaken Inner Sense Ltd maintains a secure, confidential log of all formal written complaints. This record is kept in an isolated administrative data file, separate from your standard clinical notes. It is processed in strict compliance with our Privacy Policy for the explicit purposes of clinical governance, quality assurance, and professional accountability.