Complaints procedure

Status: Approved by Trustees

Effective From: February 2026
Review Date: January 2027
Applies to: Service users, volunteers, contractors, independent counsellors, and members of the public

1. About Ryan Castle Foundation

Ryan Castle Foundation (“the Foundation”) is an unincorporated association operating in the United Kingdom. We provide free counselling services to individuals in need. Counselling is delivered by self-employed, independent counsellors engaged by the Foundation.

We are committed to providing a safe, respectful and high-quality service. We take complaints seriously and use them to improve our services.

2. Purpose of This Procedure

This procedure explains:

  • How to make a complaint

  • How complaints will be handled

  • Expected timescales

  • Possible outcomes

  • What to do if you are not satisfied

3. What Is a Complaint?

A complaint is an expression of dissatisfaction about:

  • The service provided by the Foundation

  • The conduct or professionalism of an independent counsellor

  • A volunteer or committee member

  • Administration, communication, or decision-making

  • Delays or failure to provide a service

Safeguarding concerns should be raised immediately in accordance with our Safeguarding Policy.

4. Who Can Make a Complaint?

Complaints can be made by:

  • Service users

  • Parents/guardians (where appropriate)

  • Volunteers

  • Independent counsellors

  • Members of the public

  • Representatives acting on behalf of a service user (with consent)

5. How to Make a Complaint

Complaints should be made in writing where possible.

By email: ryancastlefoundation@gmail.com

Please include:

  • Your name and contact details

  • Details of the complaint

  • Relevant dates and names

  • What outcome you are seeking

Anonymous complaints will be considered but may limit our ability to investigate.

6. Informal Resolution (Stage 1)

Where appropriate, we encourage concerns to be raised informally in the first instance.

  • We aim to acknowledge complaints within 5 working days.

  • We will attempt to resolve the matter within 14 working days.

This may involve discussion with the complainant and/or the independent counsellor concerned.

7. Formal Complaint (Stage 2)

If the complaint cannot be resolved informally, it will be escalated to a formal investigation.

Investigation Process

  • The complaint will be acknowledged within 5 working days.

  • A Committee member not directly involved in the matter will investigate.

  • The investigator may request written statements or conduct meetings.

  • A written outcome will normally be provided within 28 working days.

If more time is required, the complainant will be informed.

8. Complaints About Independent Counsellors

Independent counsellors engaged by the Foundation are self-employed professionals and are responsible for their own professional practice.

Where a complaint relates to clinical practice or professional conduct:

  • The Foundation will review whether the counsellor acted in line with our service agreement and safeguarding requirements.

  • The complainant may also be advised to contact the counsellor’s professional body (e.g., BACP, UKCP, NCPS) where appropriate.

  • The Foundation cannot override decisions made by professional regulatory bodies.

Possible actions may include:

  • No further action

  • Recommendations for improvement

  • Termination of engagement with the counsellor

  • Referral to a safeguarding authority (if applicable)

9. Complaints About Trustees

If a complaint concerns a Trustee:

  • The matter will be reviewed by the remaining Trustees.

  • If necessary, independent advice may be sought.

10. Outcomes

Following investigation, outcomes may include:

  • Explanation and clarification

  • Apology

  • Service improvement

  • Change to policy or procedure