Complaints Procedure

Last updated: May 2025

Our commitment

Noor Psychology is committed to providing high-quality, ethical and compassionate care. If you are not satisfied with any aspect of our service, we want to hear from you. All complaints are taken seriously, handled promptly and treated confidentially.

Step 1 — Raise it informally

In the first instance, please raise your concern directly with Shabana — either during a session or via the Contact page. Many concerns can be resolved quickly and informally through open discussion.

Step 2 — Make a formal complaint

If your concern is not resolved informally, you can make a formal written complaint. Please include:

• Your full name and contact details
• A clear description of your concern and the dates involved
• The outcome you are hoping for

We will acknowledge your complaint within 3 working days and provide a full written response within 20 working days.

Step 3 — External escalation

If you remain dissatisfied after our internal process, you may escalate your complaint to:

• BABCP (British Association for Behavioural and Cognitive Psychotherapies) — babcp.com — for complaints about clinical practice or professional conduct
• Information Commissioner's Office (ICO) — ico.org.uk — for complaints about how your personal data has been handled

Your rights during this process

Making a complaint will not affect your access to services, and you are entitled to bring a support person to any meetings regarding your complaint. All correspondence is treated as confidential and stored securely.