Complaints & Disciplinary Procedures

Appendix A: Complaints & Disciplinary Procedure

Introduction and Purpose

The British Council for Therapeutic Professionals (BCTP) is committed to upholding the highest standards of ethical practice, client sovereignty, and ideological neutrality as outlined in our Code of Practice. This Complaints & Disciplinary Procedure ensures that any concerns about a member's conduct are handled fairly, transparently, and impartially. The procedure protects clients, the public, and the integrity of the profession while fostering accountability and continuous improvement.

This procedure applies to all BCTP members (including AssocBCTP, MBCTP, and FBCTP). It is designed to resolve issues efficiently, with an emphasis on mediation where possible, and escalation to formal sanctions only when necessary. Breaches of the Code of Practice, including the eight Principles, may lead to investigation under this procedure.

The BCTP cannot award financial compensation, require members to cease practicing (beyond membership revocation), or handle legal matters—these should be pursued through appropriate channels such as courts or regulatory bodies.

Who Can Make a Complaint

Complaints may be submitted by:

• Clients or former clients of a BCTP member.
• A client's authorized representative (e.g., parent/guardian for those under 18 or adults lacking capacity, with appropriate consent).
• Other BCTP members or professionals.
• Members of the public with direct knowledge of the concern.
• The BCTP itself, if information comes to light (e.g., via media or self-reporting) raising serious ethical concerns.

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

What Can Be Complained About

Complaints must relate to alleged breaches of the BCTP Code of Practice, including:

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

Complaints must be submitted within three years of the incident or discovery of the issue, unless exceptional circumstances apply (e.g., delayed disclosure due to vulnerability). The BCTP cannot investigate matters already resolved through legal proceedings or other professional bodies unless new evidence emerges.

How to Submit a Complaint

Submit complaints in writing via:

• Email: complaints@bctp.co.uk

Include:

• Your contact details (or representative's).
• The member's name and membership details (if known).
• A clear description of the concern, including dates, evidence (e.g., emails, notes), and how it relates to the Code of Practice.
• Any supporting documents.

If complaining on behalf of someone else, provide evidence of consent or authority. The BCTP will provide a complaint form template on our website to guide submissions.

Initial Assessment

• Acknowledgment: All complaints will be acknowledged in writing within 7 working days of receipt.
• Triage: The Complaints Officer (an independent administrator) will assess if the complaint falls within scope. If not (e.g., out of time or unrelated), it will be dismissed with reasons provided, and alternative routes suggested (e.g., other bodies like BACP or UKCP).
• Informal Resolution: Where appropriate (e.g., minor issues), the Officer may encourage direct resolution between parties, such as mediated discussion. If resolved, the complaint closes with no further action.
• Escalation: Valid complaints proceed to investigation. The member will be notified in writing, provided with the complaint details (anonymized if requested for safety), and given 14 days to respond.

Investigation Process

• An independent investigator (appointed by the BCTP, with no prior connection to parties) will gather evidence, including interviews, documents, and expert opinions if needed.
• Both complainant and member may submit additional evidence.
• The investigation aims to be completed within 30 days of escalation, with extensions only for complex cases (notified to all parties).
• A report summarizing findings will be prepared, recommending no action, informal resolution, or referral to a hearing panel.

Hearing Panel

If the investigation indicates a potential breach, the matter goes to an independent Hearing Panel comprising:

• Two Full Members (MBCTP or FBCTP) with relevant expertise but no conflicts of interest.
• One lay advisor (independent non-therapist, e.g., from legal/consumer backgrounds) for impartiality.

The panel reviews the investigation report and may hold a virtual or in-person hearing (at their discretion). Parties can attend, present evidence, and be represented (e.g., by a colleague or advisor, but not legal counsel to keep proceedings non-adversarial). Decisions are made on the balance of probabilities, guided by the Code of Practice.

Outcomes and Sanctions

The panel will issue a written decision within 14 days of the hearing (or review). Possible outcomes include:

• No Breach: Complaint dismissed; no action.
• Mediation or Advice: Facilitated resolution or guidance to improve practice.
• Mandatory Training/CPD: Requirement for specific professional development (e.g., ethics courses), monitored for compliance.
• Conditions on Membership: Restrictions, such as increased supervision, for a set period.
• Suspension: Temporary loss of membership and post-nominals (e.g., 3–12 months).
• Expulsion: Permanent removal from BCTP, loss of post-nominals, and prohibition from reapplying for at least 5 years.

Sanctions are proportionate to the breach's severity, impact on clients, and member's response (e.g., remorse or remediation). The BCTP may publish anonymized summaries of upheld complaints on our website for transparency and learning, excluding sensitive details.

Appeals

Either party may appeal the panel's decision within 21 days on grounds of procedural irregularity, new evidence, or disproportionate outcome. Appeals are reviewed by an independent Appeals Panel (one Full Member, one lay advisor, and an external chair). The Appeals Panel's decision is final, issued within 30 days.

Confidentiality and Data Protection

• All proceedings are confidential, shared only with involved parties, investigators, and panels.
• Anonymity may be granted to complainants in sensitive cases (e.g., vulnerability).
• Information is handled in line with UK GDPR; records retained for 7 years.
• Limited disclosures may occur if required by law (e.g., safeguarding) or in the public interest (e.g., serious risk).

Monitoring and 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 (two-thirds majority) at annual reviews.For support or queries, contact the Complaints Officer. This procedure ensures BCTP remains a trusted, client-centered professional body.