top of page

Complaints Policy

I am committed to providing the highest quality of care to all clients. However, I recognise that there may be occasions when you feel your expectations have not been met. If you have any complaint or concern about the service you have received, you are entitled to ask for an explanation and to have your concerns addressed.
This procedure outlines how to make a complaint and how it will be handled. Please note that this procedure does not deal with matters of legal liability or compensation.

Last updated: April 2025

​

How to Make a Complaint

  • Initial concerns can be raised directly during consultations or by phone.

  • If your concern is not resolved through discussion, please submit your complaint in writing to me via email at info@elmpsychology.org.

  • Please make your complaint as soon as possible after the incident that has caused you concern.

  • Your complaint will be treated in strict confidence and will not affect the level of care you receive.

  • If you prefer, a family member, friend, or advocate may make the complaint on your behalf. However, I cannot provide any confidential information to a third party without your written consent.

 

What Happens Next

  • Your complaint will be acknowledged within two working days of receipt.

  • If I am unavailable to respond immediately, you will be informed via an out-of-office message, and your complaint will be addressed as soon as possible.

  • I aim to provide a full response within 7 working days.

  • During this time, an investigation will be conducted to understand what happened and determine if any action can be taken to rectify the situation.

 

How Your Complaint Will Be Handled

I will:

  • Listen to your complaint or concern attentively

  • Examine what happened and what went wrong

  • Offer you the opportunity to discuss the problem face-to-face if you wish

  • Keep you informed of progress if further action is needed

  • Identify measures to prevent the problem from recurring

  • Seek an external review if necessary

  • Ensure you receive an apology if there has been a failure in service

  • Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice

  • Use the experience to improve services where possible

 

Professional Body Guidance

This complaints procedure adheres to the guidelines set by the Health and Care Professions Council (HCPC) and the British Psychological Society (BPS). I will seek advice from my professional indemnity insurance provider and professional bodies as needed when handling complaints.

 

Further Action

If your complaint cannot be resolved directly with me, you have the following options:

  1. For concerns related to professional practice, you can contact the Health and Care Professions Council (HCPC): https://www.hcpc-uk.org/concerns/

  2. For concerns related to EMDR therapy, you can contact the EMDR Association UK: https://emdrassociation.org.uk/

  3. You can also seek independent mediation through an appropriate dispute resolution service.

​

Your feedback is valuable and helps me maintain and enhance the high standards of care I strive to provide. I appreciate you taking the time to share your concerns, as this enables me to continuously improve and deliver the best possible service to all my clients.

 

Company Information:
Elm Psychology Services Ltd (trading as Elm Psychology)  
Dr. Emma Mercer, Educational Psychologist  
HCPC Registration: PYL38502

bottom of page