ReConnect Scotland – Complaints Policy

1. Purpose

At ReConnect Scotland, we are committed to providing a safe, respectful, and professional experience for everyone who engages with us — whether through our Therapy Hub or Community Hub.
This policy outlines how we handle concerns or complaints in a way that is fair, confidential, and constructive.

We view complaints as opportunities to listen, learn, and continually improve.

2. Scope

This policy applies to anyone currently seeking, receiving, or having received services from ReConnect Scotland, including therapy clients and community participants.
Complaints may relate to any aspect of our services — such as therapy sessions, group activities, administrative processes, or interactions with our team.

3. Guiding Principles

  • Confidentiality: All complaints are handled privately. Information is shared only with those directly involved in resolving the issue. Records are stored securely in line with GDPR requirements.

  • Fairness: Every concern will be listened to and considered carefully, without bias.

  • Transparency: The process for handling complaints is open and clear.

  • Timeliness: We aim to respond promptly — acknowledging complaints within 10 working days and aiming to resolve them within 20 working days of acknowledgement.

  • Accessibility: You can raise a concern verbally or in writing. This policy is available on our website or can be emailed on request.

4. Who Can Make a Complaint

Anyone who has interacted with ReConnect Scotland — as a therapy client, workshop participant, or visitor — can raise a concern about any aspect of our services.

5. Complaints Procedure

5.1 Initial Resolution

If possible, we encourage you to raise any concerns directly with the person involved (for example, your counsellor or facilitator).
Many issues can be resolved quickly through an open, respectful conversation.

5.2 Informal Complaint

If the issue remains unresolved, or if you would prefer not to speak directly with the person involved, you may contact Odett Toth, Founder of ReConnect Scotland, via email at odett@reconnectscotland.co.uk
Odett will listen carefully to your concern and aim to resolve it informally wherever possible.

5.3 Formal Complaint

If an informal resolution is not possible, you may submit a formal written complaint within three years of the incident.
Please include:

  • Your name and contact details

  • The name of the therapist or facilitator (if relevant)

  • A clear description of the issue and when it occurred

  • The outcome you are seeking, if applicable

Formal complaints will be acknowledged within 10 working days.
As the founder and lead practitioner, Odett Toth will review and respond to your complaint directly, following the ethical framework of the National Counselling & Psychotherapy Society (NCPS).
An investigation may involve follow-up meetings or correspondence to gather further information.
We aim to communicate the outcome within 20 working days of beginning the investigation.

If you are not satisfied with the response or would prefer independent oversight, you may contact the NCPS directly at:
🔗 https://ncps.org.uk/complaints

6. Appeals

If you are dissatisfied with the outcome of a complaint, you may request a review or appeal within 20 working days of receiving the decision.
Your appeal should explain why you disagree with the outcome or identify any new information not previously considered.

The review will be carried out by Odett Toth, or by an independent professional if appropriate.
You will receive a written response within 20 working days of the appeal being acknowledged.
If you remain dissatisfied, you may escalate the matter to the NCPS.

7. Record Keeping

All complaint records are handled in line with GDPR and retained only as long as necessary.
Summaries of complaints (with identifying details removed) may be used for service improvement.

8. Continuous Improvement

ReConnect Scotland values feedback and learning.
All complaints are reviewed periodically to identify themes, ensure accountability, and inform changes that enhance our practice and community spaces.

9. Policy Review

This policy will be reviewed annually to ensure it remains relevant and aligned with professional standards and data protection law.
Last reviewed: 13 Oct 2025
Next review: 13 Oct 2026