Your experience matters to us. Whether something went well or didn't feel right, we genuinely want to hear from you. We have our own complaints procedure, outlined below, and we are also bound by the complaints procedure of the British Association of Counselling & Psychotherapy (BACP).

There are many ways to share feedback with us. If you're unhappy and want to make a formal complaint, here's how the process works:

Step 1 — Get in Touch

Let us know what's happened. You can reach us in whichever way feels most comfortable:

• In person — speak to a member of our team directly
• By phone — call us on 020 7154 1040
• By email — write to info@talkofftherecord.org, marking your email 'Confidential Complaint'
• By post — send a letter marked 'Confidential Complaint' to: Off the Record, Portland House, 678 London Road, Croydon CR7 7HU

Please include your contact details when you get in touch. We'll acknowledge your complaint within one working week and begin looking into it.

Step 2 — We Listen

A member of our team who has no connection to your complaint will contact you to hear your experience in full. They'll approach the conversation with care and respect, take your concerns seriously, and keep a written record of everything discussed. They'll also explain clearly what happens next.

Step 3 — We Respond

After investigating, we'll send you a written response within 28 days of receiving your complaint. If you're not satisfied with our response, you're welcome to contact one of our Agency Directors, who will look into your concerns and be in touch to talk things through.