Independent Complaints Procedure - SHTC
(code for training providers downloadable HERE, right click and save)

Therapy Standards

For the purposes of these regulations, the term “therapist” is used to signify anyone practicing counselling, healing, coaching or any other form of positive intervention or assistance with a client. The SHTC recognises the right of the therapist to receive a "fair hearing" which is ultimately decided by unbiased peers. 

Therapists agreeing to abide by the SHTC Code of Conduct, are subject to the following complaints procedure:

1. The only person who is entitled to make an official complaint about the standard of work of a particular therapist is a client, or someone acting in the best interests of a therapist's clients.

2. Complaints must be in regard to the standard or duty of care to the client(s) or in regard to a breech of the code of practice.

3. Complaints should not be speculative or discriminatory in nature.

All complaints must be made in writing to:

The Administrator at the SHTC Offices

4. The client will be sent an acknowledgement, and further information obtained if necessary. The therapist will be sent a copy of the complaint and information, and asked to respond directly to 'SHTC'.

5. Where gross misconduct is alleged, and evidence is offered, the therapist may be temporarily suspended from the Society if there is reasonable cause to believe a person is at risk. This will only occur under advice from the appropriate statutory body such as Child Protection. Where a complaint is not “gross” in nature, the therapist will not be in any way restricted while the process is completed.

6. After initial assessment by an appointed person to ensure that any complaint is not a "flame", "spam" or other malicious or libelous complaint of a clearly inappropriate nature, it will be logged as a "complaint". Initially the evidence of complaint will be screened by at least three people within the SHTC to ensure that it meets the above criteria (points 1-3). If it does not then the person or persons making the complaint will be offered the opportunity to provide additional information within a reasonable period and the SHTC will offer to mediate where appropriate, for example in cases of a financial dispute. Where the complaint is clearly not valid according to the first three points listed above, then it will be dismissed. Where the therapist accepts full responsibility, the SHTC may suggest appropriate sanctions as defined in point 9, and where the complaining party agrees, these may be implemented with no further process required. If either the therapist, or the complaining party does not accept the proposed sanctions the process will continue. Where the complaint appears to be valid according to the first three points, and no direct resolution can be agreed, the process will proceed to the next stage.

7. Independent and impartial persons, who are not members of 'SHTC', will be asked to examine the details of the original complaint together with the therapists's response, and will seek clarification where required. Normally five persons, of appropriate professional experience and knowledge from related or equivalent professionals will be chosen to form an independent panel of the therapists “peers”. This panel should be impartial, independent, suitably knowledgeable and of the same standards of “sound mind” as would be expected in a Jury of a Court of Law. They will be afforded a reasonable period of time to carry out point 8, and the other parties will be given a reasonable period of time to object to members of the group in the event of any perceived potential for bias.

8. The independent and impartial persons, after due care and consideration may:

a) Find the complaint as proven beyond reasonable doubt

b) Find the complaint unsubstantiated

c) Find the complaint unsubstantiated but with issues arising that should be addressed

9. In the event that the complaint is found proved, the counsellor will be informed that they will:

a) Have their name deleted from the register and any referral information of the SHTC

b) Not be entitled to use any term or materials implying membership of the SHTC

10. In the event that the complaint is found proved, the therapist will be informed the length of time that the sanctions mentioned in point 9 will apply, and any conditions required for their lifting. The SHTC will attempt to apply appropriate and reasonable levels of the above sanctions, proportionate to any compliant that has been found to be substantiated. Where the complaint is found to be unsubstantiated, but with issues arising, these will be referred to the therapist and their supervisor for resolution. Where the issues relate to the SHTC or its complaint's procedure, a review will be made accordingly in order to resolve these.

11. Where appropriate, the SHTC will cooperate with any legal investigation resulting from serious misconduct. In cases of severe or gross misconduct, the SHTC reserves the right to share the findings of the complaints procedure with any professional body relating to therapy that seeks clarification regarding membership history or status. Where any breech is considered “spent”, then details will only be released with the written consent of the therapist.

12. The client, or person making the complaint, will be notified of the decision.

13. In the event of additional information becoming available, the therapist may request an additional hearing, at which time stages five onwards will apply.

14. At any stage the SHTC may be required to cooperate with any criminal investigation relevant to the complaint(s).

15. At any stage the therapist will retain their legal rights and their right to legal representation.

16. In addition to the complaints procedure above, the Society reserves the right to take action against any member who breeches the code of practice and ethics by bringing the Society itself into disrepute, or indeed any of the therapies covered by the Society. Where this occurs the Society may agree a suitable "resignation" of the member without prejudice, or failing agreement the normal complaints procedure may be commenced, by an independent panel of peers as from point 7 above.

This Complaints procedure may be updated as necessary or as required by future legislation