At Off the Record we want to hear about your experience of using our services, whether good or bad. We have our own complaints procedure which is shown here and we are also subject to the complaints procedure of the British Association of Counselling & Psychotherapy.

There are lots of ways that you can give us feedback, however if you’re not happy and feel strongly, you can make a formal complaint by:

1. Contact us to let us know what’s happened.

You can do this by:

• Speaking to someone in person
• Calling us on 020 8251 0251
• Emailing info@talkofftherecord.org - please mark your email as ‘confidential complaint’
• Sending a letter marked ‘confidential complaint’ to: Off the Record, 72 Queens Road, Croydon, Surrey CR0 2PR.

When you contact us, please ensure you provide your contact details so that we can acknowledge your complaint within one working week and begin to investigate more fully.

2. A member of staff who is not directly involved in your complaint will then contact you to get a fuller picture. This person will act professionally, listening to you respectfully and taking your concerns seriously. They will make a written record of your complaint and inform you about what will happen next.

3. Following our investigation, we will respond with a reply. This will be sent to you (in writing) within 28 days of receiving your initial complaint. If you are not happy with this response, you can contact one of our Agency Directors who will respond to your concerns and contact you to discuss the matter further.