Relationships Sussex Policies

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No matter which type of counselling you are accessing you will need to have an initial consultation. The initial assessment takes place with one of our qualified counsellors, and ensures we are the right service for you and that we provide you with the appropriate service. Please note that your counsellor for ongoing sessions may not be the one conducting your initial assessment.

Before your sessions can start, you must complete our pre- counselling forms which will be sent to you via email. Without completing these forms the first session cannot take place. 

We also ask for counselling appointments to be paid at least 48 hours in advance. 

We require 48 hours notice of cancellation. If you cancel after this you will still be charged for the session.

At Relationships Sussex, we are committed to continuous improvement in our services and organisational structure. Your feedback is invaluable in helping us maintain and enhance our standards.

Complaints Procedure  

We take all complaints seriously and aim to address them promptly and fairly.  

• Logging Complaints: All complaints are recorded in our Complaints Log.  
• Acknowledgement: We will acknowledge receipt of your complaint promptly.  
• Response Time: You will receive a formal reply within 15 days of us receiving your complaint.  
• Investigation Process: Alleged breaches of the Competency Framework will be thoroughly investigated. Administrative complaints, while not aligned with the Competency Framework, will also be handled diligently.  
• Outcome Communication: Following the investigation, we will send you a tailored response using our Complaint Response Letter template.  
• Right to Appeal: If you are unsatisfied with the outcome, you may appeal the decision within 15 days of receiving our response. Appeals should be addressed to the Centre Manager.  
• Review and Improvement: Complaints provide us with opportunities to evaluate and improve our processes and services.  
• Time Limit: Please note that we are unable to consider complaints older than three years.  

After Service Feedback

Your feedback following your sessions is an essential part of our ongoing improvement efforts.  

• Feedback Forms: After Service Forms are sent to clients within 48 hours of their final session. 
• Review Process: Completed forms are reviewed and logged by our team.  
• Addressing Concerns: Any concerns raised are addressed promptly.
• Acknowledging Positives: Positive feedback is shared with individual counsellors to recognise their contributions and maintain high standards.  

We thank you for your trust in Relationships Sussex and value your input as we strive to deliver the best possible service.