Complaints Procedure

Irish Counselling & Psychotherapy Association (ICPA)

1. Purpose of the Complaints Procedure

The Irish Counselling & Psychotherapy Association (ICPA) is committed to maintaining high standards of professional practice, ethical conduct, and public accountability among its members.

This Complaints Procedure provides a clear, fair, and transparent process for:

• Members of the public who wish to make a complaint about the professional conduct of an ICPA member; and

• ICPA members who wish to raise a complaint concerning the professional conduct of another ICPA member.

The procedure is designed to protect the public, support professional standards, and ensure that complaints are handled in a timely, impartial, and proportionate manner.

2. Scope of the Procedure

This procedure applies to:

• Complaints concerning alleged breaches of the ICPA Code of Ethics and Practice;

• Professional misconduct, professional negligence, or fitness to practise issues relating to an ICPA member.

This procedure does not apply to:

• Complaints solely about fees, cancellations, or service dissatisfaction where no ethical issue is alleged;

• Employment or contractual disputes unless they raise ethical concerns;

• Complaints against non-members of ICPA.

ICPA reserves the right to determine whether a complaint falls within the scope of this procedure.

3. Who May Make a Complaint

A complaint may be made by:

• A current or former client of an ICPA member;

• A family member or representative acting on behalf of a client (where appropriate consent is provided);

• Another ICPA member;

• Any individual or organisation directly affected by the conduct of an ICPA member.

4. Guiding Principles

The ICPA Complaints Procedure is underpinned by the following principles:

• Fairness: All parties will be treated with respect and impartiality.

• Confidentiality: Information will be shared only with those directly involved in the process.

• Proportionality: The response will be appropriate to the nature and seriousness of the complaint.

• Timeliness: Complaints will be addressed as promptly as possible.

• Transparency: The process and possible outcomes will be clearly explained to all parties.

5. Informal Resolution (Stage 1)

Where appropriate, complainants are encouraged to attempt informal resolution before submitting a formal complaint.

This may include:

• Raising the concern directly with the ICPA member involved; or

• Seeking clarification or resolution through discussion or mediation.

Informal resolution is voluntary and is not suitable in cases involving serious ethical breaches or risk to client safety. A complainant may proceed directly to Stage 2 if informal resolution is inappropriate or unsuccessful.

6. Formal Complaint Submission (Stage 2)

6.1 Submission Requirements

A formal complaint must:

• Be made in writing;

• Clearly identify the ICPA member concerned;

• Outline the nature of the complaint and the relevant facts;

• Reference, where possible, the sections of the ICPA Code of Ethics and Practice alleged to have been breached;

• Include any supporting documentation.

Complaints should be submitted to the designated ICPA Complaints Officer.

6.2 Time Limits

Complaints should normally be made within three years of the alleged incident. ICPA reserves discretion to accept complaints outside this timeframe where there are compelling reasons.

7. Initial Assessment (Stage 3)

Upon receipt, the Complaints Officer will:

• Acknowledge receipt of the complaint;

• Assess whether the complaint falls within the scope of this procedure;

• Determine whether sufficient information has been provided.

ICPA may:

• Request further information;

• Decline the complaint with reasons; or

• Refer the complaint for further consideration.

8. Investigation and Consideration (Stage 4)

If the complaint proceeds, it will be reviewed by an independent Complaints or Ethics Committee appointed by ICPA.

The committee may:

• Request written responses from the member concerned;

• Seek additional documentation or clarification;

• Conduct interviews where necessary.

Both the complainant and the member will be given the opportunity to present their position.

9. Outcomes and Decisions (Stage 5)

Following consideration, the committee may decide to:

• Dismiss the complaint;

• Uphold the complaint in whole or in part;

• Issue guidance, recommendations, or warnings;

• Require further training, supervision, or remediation;

• Suspend or remove membership, in line with ICPA governance procedures.

All decisions will be communicated in writing, with reasons provided where appropriate.

10. Appeals

An appeal may be submitted where:

• There is evidence of a procedural irregularity; or

• New and significant information becomes available.

Appeals must be submitted in writing within the timeframe specified by ICPA and will be considered by an appeals body independent of the original decision-making process.

11. Confidentiality and Record Keeping

All complaints will be handled confidentially. Records will be maintained securely in accordance with data protection legislation and ICPA policies.

12. Review of the Procedure

ICPA reserves the right to review and amend this Complaints Procedure periodically to ensure it remains effective, fair, and compliant with legal and professional standards.

If you would like, I can:

• Align this precisely with your ICPA Code of Ethics,

• Format it for publication (PDF, policy handbook, or website), or

• Simplify it into a public-facing complaints guide alongside this formal procedure.