Complaints Procedure

Headstrong Counselling is committed to providing high quality mental health counseling services to clients. We welcome any comments or suggestions about the counseling services we offer.

Headstrong Counselling recognizes that there may be occasions when clients may wish to complain about some aspect of the counseling service which has been offered or received. If you wish to make a complaint or discuss any issues with the service or individual counseling you have received, we would ask you to bring this to the attention of your counsellor or alternatively to the clinical team at Headstrong Counselling. The contact email is We will deal with your complaint as soon as possible and ensure you receive the best service possible.

Verbal Complaints

If you wish to speak to someone about an aspect of the Headstrong Counselling service, please try to do so as soon as possible. We will aim to deal with your concern or complaint as soon as possible and ensure you receive the best service possible.

Written Complaints

All written complaints should be addressed to Headstrong Counselling clinical team. The contact email is Please describe as fully as possible the nature of your concern or complaint stating the following information:

  • What are you unhappy about.
  • When the incident took place.
  • Which counsellors or staff were around at the time.

Your complaints will be acknowledged within 10 working days. Headstrong Counselling will conduct a full investigation of the nature of your complaint or concern. A full reply will be sent to you within 15 working days. If a full reply cannot be given within 15 working days, we will write to you to explain to reason for the delay.