Complaints & Concerns

If you have a concern about any aspect of the project — whether it relates to a service user, another volunteer, a staff member, or the organisation itself — you are encouraged to speak up.

• Speak to your coordinator Emma-Jane Lovell in the first instance
• You can raise concerns in person, by phone (07861 210632), or by email (hello@onestepcounselling.org)
• All concerns will be taken seriously and handled confidentially
• You will not face any negative consequences for raising a genuine concern

If you feel your concern has not been adequately addressed, or if the issue is serious, you may wish to make a formal complaint:

• Put your complaint in writing to hello@onestepcounselling.org
• Include details of the issue, dates, and any people involved
• You will receive an acknowledgement within 5 working days
• The complaint will be investigated and you will receive a response

If you witness serious wrongdoing — such as criminal activity, safeguarding failures, cover-ups, or danger to health and safety — you have the right to blow the whistle.

Under the Public Interest Disclosure Act 1998, whistleblowers are legally protected from retaliation. You can:

• Report internally to the organisation's leadership
• Contact the relevant external body (e.g. the Charity Commission, local authority)
• Seek confidential advice from Protect (formerly Public Concern at Work): 020 3117 2520