Complaints Procedure

At Olive Grove Therapy, we are committed to providing a professional, respectful, and supportive service. If you are unhappy with any aspect of your therapy, we encourage you to raise your concerns so they can be addressed.

Step 1: Raise Concerns Informally

If you feel comfortable, please raise the issue directly with your therapist (Mandy Morrison) as soon as possible.
Many concerns can be resolved quickly and informally through discussion.

Step 2: Formal Complaint

If you do not feel able to resolve the matter informally, or if you remain dissatisfied, you may make a formal complaint in writing.
Please send your complaint to Mandy Morrison at Olive Grove Therapy by email to Mandy@olivegrovetherapy.co.uk
We will acknowledge your complaint within 5 working days.

Step 3: Investigation

Your complaint will be carefully considered and investigated.
You will receive a written response within 20 working days wherever possible.

Step 4: Escalation

If you remain dissatisfied with the outcome, you may escalate your complaint to the National Counselling & Psychotherapy Society (NCPS), of which Mandy Morrison is a member.
The NCPS has its own complaints process, which can be accessed via their website: https://ncps.com