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Complaints

If something does not feel right, it is important you feel able to say so.

The aim is to provide a safe, respectful, and professional service. If your experience does not reflect that, your concerns will be taken seriously.

Speaking about a concern

If you feel able, the first step is to raise your concern directly.

Many issues can be resolved through an open conversation within a session. This allows space to understand what has happened and address it properly.

Making a formal complaint

If you would prefer, you can make a formal complaint in writing.

Please include:

  • A clear description of your concern
  • Any relevant details or dates
  • What outcome you are hoping for

Complaints can be sent to alison@calonlancounselling.co.uk.

What happens next

Once a complaint is received:

  • It will be acknowledged
  • It will be reviewed carefully
  • A response will be provided within 14 days

If more time is needed, you will be informed.

Fair and respectful handling

All complaints are handled fairly, respectfully, and in confidence.

The aim is to understand the concern and reach a reasonable resolution.

If the issue is not resolved

If you are not satisfied with the outcome, you have the option to take your complaint further.

Ali Brown is a registered member of The National Counselling & Psychotherapy Society (NCPS).

You can contact NCPS directly for further guidance via https://ncps.com.

Learning from feedback

Feedback is taken seriously.

Where appropriate, it is used to reflect on practice and improve the service provided.

Client feedback

I would like to send you a huge thank you for your help over the last year. You have been so very helpful, giving practical advice and support after my domestic abuse ordeal. You've been my voice of reason, helping me to ground myself and avoid overthinking, as well as giving me confidence to take back control of my life. I have learned so much from you and from the information and links you've provided. I'm back on my feet with new boundaries and a positive outlook for the first time in 2 years. I can't thank you enough. I wouldn't hesitate to contact you again if required and would 100% recommend you to others.”

Therapy with Alison for 12 months on domestic abuse

Working with Alison has been wonderful and I would highly recommend her as a therapist. She is an attentive listener, very easy to talk to and has a calm and empathetic demeanour which always made me feel very at ease. I opened about issues that I've kept bottled up for years, and she responded supportively and compassionately, whilst offering tools to help me cope with the problem. I'm incredibly grateful for the positive impact she's had on my outlook for life.”

Therapy with Alison for 3 months on issues concerning stress, anxiety, and self esteem

Alison is a compassionate person, who listens without judgment. She is easy to talk with and one immediately feels safe. She gives wise counsel and is very supportive. I would highly recommend her.”

Therapy with Alison for 3 weeks on issues concerning stress, anxiety, relationship issues, self esteem, and ADHD

Alison provided me with support to learn and strengthen so many life skills that I felt I lacked. I used to find it very difficult expressing my emotions and would mask as a positive people-pleaser. Through our sessions she made me more self-aware and helped me to look at difficult emotional situations from a different perspective. This then led to helping me look within to see who I was and what my needs were. Now I can comfortably set boundaries and I am more assertive and able to express my wants and needs. Alison always gave me a non-judgmental space to be heard while I worked through a difficult time.”

Therapy with Alison for 2 months on issues concerning stress, anxiety, grief, self-esteem, and coping with life changes

Alison is a fabulous and experienced therapist. She has a gentle empathic manner and really helped me discuss deeply sensitive problems and explore why I was facing the difficulties that had become so painful in my life. She set me on the right track and session by session I felt better. Highly recommended”

Therapy with Alison for 1 month on issues concerning stress, anxiety, and relationship issues

Alison helped me through an extremely difficult time in my life with calm kindness and understanding that was exactly what I needed at that point. She gave me the tools to manage my emotions and deal with events in my life in a positive productive way. I will forever be grateful for the impact she has had in my life.”

Therapy with Alison for 7 months on issues concerning depression, stress, anxiety, and family conflicts

Contact me

I’m here to help

Ready to take the first step? I'm here to support you on your journey.

Based in Morpeth, Northumberland, with face to face and online sessions available.

For a private and confidential chat, please call 07778 719 382 or fill out the form below. Alternatively, email me via alison@calonlancounselling.co.uk.

I will get back to you as soon as possible to discuss how I can help.

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