Complaints Policy

Managing Complaints Where a Student Does Not Agree With the Outcome

LC&CTA recognises that, whilst every effort is made to manage complaints fairly, transparently and sensitively, there may be occasions where a student does not agree with the outcome reached.

The purpose of the complaints procedure is not to guarantee that all parties will agree with the final decision, but to ensure that concerns are considered through a fair, consistent and evidence-based process.

Where a student remains dissatisfied following the outcome of a complaint, LC&CTA provides an opportunity for the student to request a review of the process and/or outcome in accordance with the Complaints Procedure (IECB takes this forward).

A review will consider whether:

• The complaint was managed in accordance with the published procedure;
• Relevant information and evidence were considered;
• The decision-making process was fair and reasonable;
• Appropriate procedures were followed;
• Any additional relevant information has been provided.

Where appropriate, an independent person or external reviewer may be considered to provide additional oversight and assurance.

LC&CTA recognises that a student’s disagreement with an outcome does not necessarily indicate that the process has been unfair or that the decision was incorrect. However, all feedback and requests for review are treated seriously as opportunities to reflect, learn and improve organisational practice.

Where a complaint raises concerns regarding professional conduct, ethical practice, safeguarding or fitness to practise, LC&CTA will ensure that these matters continue to be managed through the appropriate procedures, regardless of whether the individual agrees with the outcome.

LC&CTA remains committed to balancing fairness to students with its wider responsibility to maintain professional standards, protect clients and uphold the integrity of counsellor training.