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Complaints

Complaints

AFT requires each member to abide by and be guided by the Association’s Code of Ethics and Practice, in their work, in resolving ethical dilemmas, in their participation in the work of AFT and when representing AFT.


AFT expects that members practicing as Family and Systemic Psychotherapists, Systemic Psychotherapists and Family Therapists in any capacity, should be registered with UKCP or another registering body which can protect the public by receiving and managing complaints regarding their psychotherapy practice.

For member information on what to do if a complaint is made against your practice, please see the employment support page of the AFT website.

 

AFT Policy Documents 
  • Code of Ethics and practice
  • Complaints Policy
  • Safeguarding Policy

To view please see AFT's Policy, Standards and Guidance document page

 

When AFT will not hear complaints:

AFT is not a professional registration body or training provider.  As such, it does not hear complaints against:

  • Clinical services or therapeutic practice 
  • Students or Trainees practice
  • Training Institutes or Course providers

 

When AFT will hear complaints

1. A service AFT provides:

Any person who works for us, receives a direct service from us, any external organisation we work with or anyone who is impacted by the service we deliver can make a complaint.
 
If you wish to make a complaint against AFT, please:

 

2. Breach of AFT Membership requirements

Any person who brings attention to allegations of a breach of membership. E.g.  A concern regarding misrepresentation of qualification.

  • Allegations must be made in writing and include any relevant evidence to support the allegation.
  • Submitted to the Chair of AFT via the AFT Office, 7 Executive Suite, St James Business Centre, Wilderspool Causeway, Warrington, WA4 6PS 
 
Dissatisfied with the conduct of your therapist(s)?

If, for any reason, you have concerns about the conduct of your therapist you can:

  • Try to discuss these with the therapist, and/or, in the case of an agency, with their manager
  • Follow the Agency or Trust Complaints Process
  • Contact the therapist’s Professional Registration Body e.g. UKCP, HCPC, NMC, BACP,
For family and systemic psychotherapists who are UKCP registered, all fitness to practice complaints are handled directly by UKCP’s Central Complaints process: How to make a complaint against a UKCP registered Psychotherapist
 
FAQs

What level of service should I expect from my psychotherapist?

You can expect your therapist to be appropriately trained, to keep up to date in their professional knowledge and to have consultation/supervision to their practice.

Your therapist should be open and honest with you about the practical aspects of therapy, including fees if working in private practice. Your therapist may provide a written contract for you to sign outlining the terms and conditions of the service provided.

Your psychotherapist should not take advantage of his/her professional relationship with you, or discriminate against you in any way.

Your therapist may be a member of a team working with you and/or your family. Where this is the case relationships in that team should be strictly professional. Sometimes teams have trainees on placement. Trainee members should only be given tasks suitable to their level of training.

Records of therapy sessions should be kept secure to ensure your confidentiality is protected. Any sessions that are recorded will need your signed consent and recordings can only be kept for a stated period and purpose.

It can be helpful for your therapist to contact other professionals involved with you and/or your family, but generally this will require your agreement. It is only in exceptional circumstances that others will be contacted without your permission. Your therapist is able to explain this to you.

Therapists may work in agencies where they are bound by other policies and procedures. Your therapist and the agency should be able to clarify these.

I am a student on an AFT accredited course and have concerns regarding the delivery?

AFT does not hear complaints against individual training courses.

It is advised that in the first instance students:

  1. Speak to their tutor and/or course Supervisor
  2. Speak to the organising tutor of the course
  3. Speak to the Dean of the university/ training institute if applicable
  4. Follow the training institutes procedure for raising a complaint
  5. If you have concerns regarding the standard of training for an AFT accredited course for meeting the blue book requirements, you can contact the Chair of CRED

What is the process if I have a complaint?

Once AFT have received a written complaint AFT will:

  1. Acknowledge the complaint in writing by email
  2. Direct the enquiry to the relevant manager or committee who will address the concern and report back to the Chair of the AFT Board.
  3. Once the concern has been addressed, the complainant will be informed of the outcome.