For professionals who take pride in their work, especially when trying to help people, concerns about your conduct are naturally upsetting. The best way to respond to client complaints, though, is to handle them with care.
If issues are raised, it’s important to have a clear process to follow for a swift and smooth resolution that’s fair to all.
Understanding the complaint
You cannot come to an adequate solution without first understanding the specifics of the complaint against you. It might be uncomfortable to discuss the concerns with your client but showing a desire to understand and resolve the problem demonstrates professionalism and could help contain the complaint.
Often for minor issues, acknowledgement of the issue and an adjustment of behaviour is all that’s required. If the complaint is made to your professional body or is more serious, ensure you follow the relevant body’s professional conduct procedure to protect your reputation.
How to respond
When people complain, they’re looking to be heard. Your priority should be to listen carefully, repeating back the client’s concerns to show you’ve understood the issue. Once you’re confident you have a clear picture of the situation, ask what they see as a fair resolution.
End your initial inquiry by outlining the complaints procedure in simple and clear terms. Be transparent to help maintain trust and use a sensitive but impartial tone.
Remember that responding quickly is essential to preventing the complaint from escalating to an irrecoverable point.
Investigation
Make time to go through the client’s complaint and identify any ways to improve your services and style that it highlights, considering where these changes could be applied elsewhere in your counselling as well.
Complaints taken higher will be investigated by an impartial member of the relevant body. They will consider the client’s statement and any supporting evidence against a statement of your own, perhaps searching for witnesses if available. During this process, it might be helpful for you to review your counsellor’s insurance policy to understand the coverage and support it offers for negligence claims.
Resolution
When the complaint has been appropriately reviewed, propose a resolution that’s fair to all parties. Avoid using jargon and make the information easily readable. A good final response to a complaint should put to bed the issue for good.
Make sure the client has been privy to the procedure and understands the reasons behind the outcome. Attach any relevant investigation information they may have missed. Explain why you believe this solution is suitable and go into detail about how you intend to roll out the resolution, discussing any changes that will be made and compensation that will be paid.
If appropriate, offer sincere apologies for any misconduct and thank your client for bringing the issues to your attention. Sign off by asking your client to respond in writing with an agreement or a counterproposal.
