Complaints and Concerns Policy
Stepping Out Counselling, Psychotherapy and Coaching
Kaz Hazelwood | NCPS Accredited Member
My commitment to you
I aim to provide a professional, ethical and supportive counselling and coaching service in which clients feel respected, listened to and treated fairly.
I recognise that there may be occasions when someone has a concern about the service they have received, or about how their personal information has been handled.
I take all concerns and complaints seriously and will respond with openness, care and professionalism.
1. Raising a concern about counselling or coaching
If something about our work together has left you feeling uncomfortable, dissatisfied or concerned, I welcome the opportunity to hear about it.
You are welcome to raise your concerns during a session, by telephone or by email. I will listen carefully, take your concerns seriously and, wherever possible, work with you towards an appropriate resolution.
You can contact me at:
Email: steppingout.life@gmail.com
Telephone: 07903 274503
You do not have to discuss a complaint with me directly if you would prefer to approach my professional body.
2. Complaints to my professional body
I am an accredited member of the National Counselling and Psychotherapy Society (NCPS) and work in accordance with its Code of Ethical Practice.
If you are dissatisfied with my professional conduct, or feel unable to raise your concerns with me directly, you can contact the NCPS.
The NCPS has an independent complaints and concerns procedure for its members.
NCPS Complaints and Concerns Procedure:
https://ncps.com/complaints/complaints-concerns-procedure
NCPS Professional Conduct Department:
Telephone: 01903 213 683
NCPS Code of Ethical Practice:
https://ncps.com/about-us/code-of-ethics
You do not need to understand the NCPS Code of Ethics or demonstrate that a particular rule has been broken before raising a concern. The NCPS can explain its procedures and advise you about the appropriate next steps.
3. Complaints about personal information
I am registered with the Information Commissioner's Office (ICO) as a data controller.
ICO Registration Number: ZB715298
If you believe I have collected, used, stored, shared or otherwise handled your personal information incorrectly, you have the right to make a data protection complaint directly to me.
This includes concerns about confidentiality, access to your records, information security, retention of personal information or the use of technology, including AI-assisted session summaries.
You can make a complaint by email, telephone or during a session.
Email: steppingout.life@gmail.com
You do not need to use a particular form or legal terminology.
4. How I handle data protection complaints
In accordance with the Data (Use and Access) Act 2025, I will:
Acknowledge receipt of your complaint within 30 days.
Take appropriate steps to investigate your concerns without undue delay.
Consider the relevant information fairly and carefully.
Ask for clarification where necessary.
Keep you informed about the progress of your complaint.
Explain the outcome and any action I have taken without undue delay.
Where appropriate, I will also consider whether changes are needed to my procedures or information-handling practices to prevent similar concerns arising again.
I will maintain an appropriate confidential record of the complaint and how it was handled.
The 30-day period is the maximum period for acknowledging a data protection complaint, not a deadline for completing every investigation.
5. Complaining to the Information Commissioner's Office
If you are unhappy with how I have handled your personal information or responded to a data protection complaint, you have the right to raise your concerns with the Information Commissioner's Office.
The ICO is the UK's independent data protection regulator.
You can find information about making a complaint here:
https://ico.org.uk/make-a-complaint/
The ICO generally recommends contacting the organisation concerned first so that it has an opportunity to address the issue. However, this does not remove your right to contact the ICO.
6. Confidentiality and fairness
All complaints will be handled respectfully and as confidentially as reasonably possible.
Information will only be shared where necessary to investigate the concern, fulfil professional or legal obligations, or respond to an appropriate regulatory process.
Raising a complaint will not result in unfair or discriminatory treatment.
7. Review of this policy
I review this policy periodically to ensure that it reflects current professional standards and data protection requirements.
Last reviewed: 16th October 2026
Stepping Out Counselling, Psychotherapy and Coaching