Complaints & Disciplinary Procedure

This procedure outlines how the British Council for Therapeutic Professionals (BCTP) handles complaints and disciplinary matters, ensuring fair, transparent, and client-focused resolution for all members.

Introduction & Purpose

The BCTP is committed to upholding the highest standards of ethical practice, client sovereignty, and ideological neutrality. This Complaints & Disciplinary Procedure ensures concerns about a member's conduct are handled fairly and impartially, protecting clients, the public, and the integrity of the profession while fostering accountability and continuous improvement.

This procedure applies to all BCTP members (Student, MBCTP, FBCTP). It emphasises mediation where possible, with escalation to formal sanctions only when necessary. Breaches of the Code of Practice and Principles may lead to investigation.

Note: BCTP cannot award financial compensation, restrict practice beyond membership revocation, or handle legal matters.

Who Can Make a Complaint

• Clients or former clients of a BCTP member
• A client's authorised representative (e.g., parent/guardian for minors or adults lacking capacity)
• Other BCTP members or professionals
• Members of the public with direct knowledge of the concern
• The BCTP itself, if serious ethical concerns arise (e.g., via media or self-reporting)

Anonymous complaints will only be considered if they provide sufficient verifiable evidence.

What Can Be Complained About

• Ethical misconduct in therapy (e.g., boundary violations, confidentiality breaches, imposition of ideological agendas)
• Professional incompetence or impairment affecting client welfare
• Conduct outside therapy that brings the profession into disrepute
• Failure to adhere to the Principles Declaration

Complaints must be submitted within three years of the incident or discovery, unless exceptional circumstances apply.

How to Submit a Complaint

Complaints should be submitted in writing via email: complaints@bctp.co.uk.

Include:

• Your contact details (or representative’s)
• The member's name and membership level
• A clear description of the concern, including dates, evidence, and how it relates to the Code of Practice
• Any supporting documents

If submitting on behalf of someone else, provide evidence of consent or authority. A complaint form template is available on the BCTP website.

Initial Assessment & Investigation

• Acknowledgement: Complaints acknowledged within 7 working days
• Triage: Complaints assessed by an independent Complaints Officer. Out-of-scope complaints are dismissed with guidance to alternative routes.
• Informal Resolution: Encouragement of mediation where appropriate. Resolved complaints close with no further action.
• Investigation: Valid complaints proceed to an independent investigator. Evidence is gathered, both parties may submit documents, and findings are summarised in a report within ~30 days.

Hearing Panel

If investigation indicates a potential breach, an independent Hearing Panel is convened:

• Two Full Members (MBCTP or FBCTP) with relevant expertise and no conflicts
• One independent lay advisor (e.g., legal or consumer background)

Hearings may be virtual or in-person. Parties can present evidence or be represented (excluding legal counsel). Decisions are made on the balance of probabilities.

Outcomes & Sanctions

• No Breach: Complaint dismissed
• Mediation or Advice: Facilitated resolution or guidance
• Mandatory Training/CPD: Specific professional development required
• Conditions on Membership: Restrictions such as increased supervision
• Suspension: Temporary loss of membership and post-nominals
• Expulsion: Permanent removal and prohibition from reapplying for at least 5 years

Sanctions are proportionate to severity, impact, and member response. Anonymised summaries of upheld complaints may be published for transparency.

Appeals

Appeals may be submitted within 21 days for procedural irregularity, new evidence, or disproportionate outcomes. Reviewed by an independent Appeals Panel (one Full Member, one lay advisor, and an external chair). Decisions are final and issued within 30 days.

Confidentiality & Data Protection

• All proceedings are confidential, shared only with involved parties, investigators, and panels
• Anonymity may be granted to complainants in sensitive cases
• Information handled in line with UK GDPR; records retained 7 years
• Limited disclosures required by law or in public interest

Monitoring & Review

The BCTP Board reviews anonymized complaint trends annually to inform Code updates and training. This procedure is a living document, subject to member consensus at annual reviews. For support or queries, contact the Complaints Officer.