At Jireh Wellbeing, we are committed to providing a safe, professional, and high-quality service. We value feedback and take concerns seriously. If you are dissatisfied with any aspect of our service, we encourage you to raise this with us so that we have the opportunity to address your concerns fairly and promptly.

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Informal Resolution

Where possible, we encourage clients to discuss any concerns directly with their therapist in the first instance. Many issues can be resolved quickly through open and honest communication.

If you do not feel comfortable discussing the matter with your therapist, or if the concern remains unresolved, you may submit a formal complaint.

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Making a Formal Complaint

Complaints should be submitted in writing to:

Abby Frett
Founder & Lead Therapist
Jireh Wellbeing
📧 admin@jirehwellbeing.com

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Please include:

• Your name

• The name of the therapist involved (if applicable)

• A description of the concern or complaint

• Relevant dates and details

• What outcome you are seeking

Complaints should normally be made within 3 months of the event giving rise to the complaint.

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Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

The acknowledgement will confirm:

• That your complaint has been received

• Who will be handling the complaint

• The next steps in the process

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Investigation

A fair and impartial review will be undertaken. This may include:

• Reviewing clinical records where appropriate

• Reviewing relevant correspondence

• Speaking with the therapist involved

• Requesting further information from the complainant

All information will be handled in accordance with our confidentiality and data protection obligations.

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Outcome

We aim to provide a written response within 20 working days of receiving the complaint.

The response will:

• Summarise the complaint

• Outline the findings of the investigation

• Explain any actions taken or proposed

• Confirm whether the complaint has been upheld, partially upheld, or not upheld

If additional time is required due to the complexity of the complaint, we will keep you informed of the anticipated timescale.

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Complaints About Professional Conduct

Where a complaint relates to a therapist's professional conduct, ethics, or fitness to practise, clients may also contact the therapist's professional membership body.

Where applicable, details of the therapist's professional body will be provided upon request.

Examples may include:

• British Association for Counselling and Psychotherapy (BACP)

• COSCA (Counselling & Psychotherapy in Scotland)

• UKCP (United Kingdom Council for Psychotherapy)

• Other relevant professional organisations

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Complaints Regarding Administrative Matters

Complaints relating to appointments, fees, cancellations, invoices, communication, or practice administration should be directed to Jireh Wellbeing through the process outlined above.

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Vexatious or Abusive Complaints

Jireh Wellbeing reserves the right to cease correspondence where:

• A complaint has been fully investigated and responded to.

• Repeated complaints are made regarding the same matter without new information.

• Communications become abusive, threatening, discriminatory, or harassing towards staff or therapists.

Any decision to cease correspondence will be communicated in writing.

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Learning and Improvement

Complaints are reviewed to identify opportunities for learning and service improvement. Where appropriate, changes may be made to policies, procedures, or practice processes to enhance the quality of care provided.​

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