How to make a complaint

a. BABCP encourages complainants to first raise concerns with the Member directly in an attempt to resolve the issue. However, this is not a condition of making a complaint. If there is a risk of harm, and/or the matter is serious (for example, involving sexual misconduct, violence, dishonesty, or safeguarding concerns), and/or the Complainant does not feel safe raising the matter with the Member directly, they should contact BABCP directly. Furthermore, Members are reminded of their professional duty of candour and their obligation to act with honesty, integrity, and professionalism. Members must inform BABCP promptly if a complaint, disciplinary process, criminal matter, regulatory enquiry, or other concern arises in relation to their conduct, competence, health, or fitness to practise that may amount to a breach of the Standards.

b. Complaints can be made to the Complaints and Resolution Team via:

i. Online form: https://babcp.com/about/raising-a-concern/raising-a-concern-online-form/

ii. Telephone: 0330 320 0851 between 9am and 5pm Monday to Friday (except Bank Holidays)

iii. Email: complaints@babcp.com

iv. Post: Complaints and Resolution Team, British Association for Behavioural and Cognitive Psychotherapies (BABCP), Imperial House, Hornby Street, Bury, Greater Manchester, BL9 5BN.

c. BABCP recognises that making a complaint can be stressful. If assistance is required to submit a complaint or navigate this Procedure, Complainants and Members are encouraged to visit the BABCP website or contact the Complaints and Resolution Team to find out about the support available. Enquiries or requests for updates may also be directed to the Complaints and Resolution Team using the contact details set out in section 8(b).

d. To help process complaints efficiently, submissions should include:

i. The name of the Member being complained about;

ii. A description of the events, including relevant dates;

iii. Any available evidence (such as emails, letters, audio/video recordings);

iv. Details of any attempts to resolve the issue (if applicable);

v. Where possible, a brief explanation of how the Member’s conduct may have breached the BABCP Standards of Conduct, Performance and Ethics or AREBT Code of Conduct;

vi. Desired outcomes (for example an apology, an explanation, or preventing harm to others). BABCP cannot award financial compensation or determine contractual disputes, including refund requests;

vii. Confirmation that the Member may be informed that a complaint has been made about them and provided with details of the complaint so that the Member can respond. In the interests of fairness and natural justice, it may not be possible to progress a complaint where the Complainant does not agree to the sharing of relevant details. Exceptions may apply where the concern can be independently verified or where BABCP considers it necessary to progress the complaint for the purposes of public protection, maintaining public confidence in the profession, or upholding professional standards (see section 13, Anonymous Complaints and Whistleblowing).

viii. Where relevant, permission for the Member to disclose confidential information (such as therapeutic notes) to BABCP when responding to the allegations.

e. Complaints should normally be in a written or verifiable format (including email, post or online form). However, reasonable adjustments will be made for those unable to write due to disability or other reasons. In such cases, we will accept complaints verbally or via other communication methods and verify the details with the Complainant.

f. If a Complainant cannot provide all the information listed in section 8(d) immediately, they should explain why and when they expect to provide it. If insufficient information is provided, the Complaints and Resolution Team will review this and may pause progression of the complaint until sufficient information is available to proceed fairly. The Complaints and Resolution Team may contact the Complainant to help them gather the necessary details.

g. Where a complaint relates to more than one Member regarding the same or related incidents, the Complainant may submit a single complaint detailing the conduct of all involved. The Complaints and Resolution Manager will administratively separate the complaints to ensure each Member’s case is considered fairly and individually.

h. BABCP generally does not progress complaints that are more appropriately dealt with by another competent authority, such as the police (for criminal matters), a statutory regulator (for example, the HCPC or NMC), or an employer. In such circumstances, BABCP will refer the matter to the relevant authority and may stay (pause) its own proceedings in accordance with section 17 (Subject to other proceedings). However, BABCP may still progress the complaint where it is necessary to protect the public, or where the other body is unable or unwilling to act.