How to handle complaints: A practical guide for health and wellbeing professionals

But client complaints are not only about blame.

But client complaints are not only about blame. Managed well, they can:

• Help support your practice and professional reputation
• Help strengthen trust with clients
• Help improve the quality and safety of your work

In this guide, we’ll explore how to handle client complaints and how to reduce the chances of them happening in the first place.

What is a client complaint?

A complaint is more than a passing grumble. A client complaint might look like:

• A written or verbal statement of dissatisfaction
• A demand for a refund or compensation
• A threat to “take it further” to a regulator, professional body or solicitor
• A grievance about treatment, outcomes, communication, boundaries or fees.

Underneath most complaints, the client could feel:

• Misled, confused or under informed
• That their expectations were not met
• Disrespected or not listened to
• Worse after treatment, or not improved as they’d hoped.

If these feelings are ignored, they can escalate into regulatory involvement or even legal claims. That’s why proactive complaint handling matters so much.

Why clients complain: Common triggers to be aware of

Most client complaints in practice follow familiar patterns. If you know the triggers, you can often prevent them.

• Lack of clear information
  You understand the work you do, but your client may not. Spell out what the session involves, what it’s designed to help with, possible risks or side effects, and how you’ll review progress.
• Unrealistic expectations
  Some clients arrive hoping for a quick fix or guaranteed results by a certain date. Set realistic expectations early on: Likely progress, limits and the need to review and adjust.
• Feeling worse after treatment
  Clients can be alarmed by symptom flare ups, side effects or a lack of improvement. Give clear aftercare, including what might temporarily get worse, what’s normal, and when to seek further help.
• Poor communication
  When you’re busy, it’s easy for clients to feel rushed or not fully heard. Protect enough time, listen actively, check understanding and invite questions so they don’t leave feeling dismissed or judged.
• Boundary concerns
  Consent is at the heart of safe practice. Explain exactly what will happen in the session and make it easy for clients to say no or change their mind. Be especially clear about touch, self disclosure and any overlapping roles, and check in regularly about comfort and consent.
• Confidentiality worries
  Clients want to know who sees their information. Be upfront about what you record, why you need it, how it’s stored, who can access it, and in what circumstances it might be shared.
• Practical frustrations
  Late starts, last minute cancellations, billing disputes, rigid rules or hard to book appointments can quickly sour the relationship. Share your policies in advance, keep them fair and apply them consistently.

 

Managing risk in everyday practice

Good complaint handling starts long before anyone says, “I want to complain.” It’s built into each stage of contact with your practice:

Advertising and referrals
Are your statements about your services and sessions accurate, measured, and clear? Don’t promise cures or guaranteed results.

First enquiry or phone call
Is your tone welcoming and professional? Do you clearly explain what you can and can’t offer?

Health questionnaires and pre visit forms
Do you gather enough relevant information to treat safely and appropriately?

Arrival and reception
Does your space feel safe, private and well organised?

Initial consultation and consent
Does your client really understand what will happen, including any potential risks and limits?

Assessment and treatment
Is what you do clearly explained, and paced to the client’s tolerance?

Treatment plan
Have you been honest about any likely benefits, limitations and alternatives?

Aftercare and follow up
Does your client know what happens next, what to expect, and how to contact you if something changes?

At each point, ask yourself: 

• What could go wrong here?
• How would it feel from the client’s side?

Then adjust your information, boundaries and processes to reduce that risk.

The 6 Cs of complaint prevention

A quick way to think about complaint prevention is through the 6 Cs: Six simple pillars of safer practice.

1. Consent
Informed consent is ongoing, not a one off form. Make sure clients know:

• What you’re proposing and why
• Likely benefits, limits and common risks
• Their options, including saying no or doing nothing.

Keep checking understanding in plain language.

2. Communication
Most complaints have a communication element. Try to:

• Listen more than you speak
• Use open questions and simple language
• Check back: “Is that clear?”

When clients feel understood, issues are less likely to escalate.

3. Contracts
Your contract is how you agree to work together. Be clear about:

• Session length, frequency, fees and payment terms
• Cancellations, “no shows” and how to contact you
• Use of touch and options around this.

Clarity here prevents many disputes.

4. Case notes and records
Good notes can protect you if concerns are raised. Record:

• What the client said and how they presented
• Your assessment, what you did and why
• Risks, consent, advice and follow up plans.

Write promptly, in clear, factual language.

5. Children and vulnerable adults
Risk is higher here, so safeguards must be tighter. Know:

• Who can consent and when a parent/carer must attend
• How you manage and record safeguarding concerns.
• Robust policies, training and supervision are essential.

6. Confidentiality
Trust depends on how you handle information. Explain:

• How and where records are stored, and for how long
• Who can see them and in what circumstances
• The limits of confidentiality (e.g. safeguarding, serious harm, court orders).

Being upfront here can prevent some of the most serious complaints.

How to respond when a client complains

Even with good systems, complaints can still happen. How you respond is crucial.

1. Stay calm

• Take a breath and pause before replying
• Avoid instant, emotional emails or messages
• Keep focus on resolving the complaint, not ‘winning’.

2. Listen and acknowledge their experience

Let the client explain what happened in their own words
Reflect back what you’ve heard to show you understand
Acknowledge the impact (without admitting fault), e.g. “I’m sorry this has been so upsetting for you” or “I can hear how disappointed you feel”

3. Follow your complaints procedure, if you have one

Have a simple written procedure and stick to it

Log the complaint, keep copies of all correspondence

Meet your stated timescales wherever possible.

4. Don’t admit liability or offer refunds without advice

• Avoid phrases like “It’s definitely my fault” or “I’ll refund everything”
• These statements can affect your insurance position
• Get advice before making firm admissions or offers.

5.Know when to notify your insurance provider

Triggers to notify include when a client:

• Mentions a “formal complaint” or “taking it further”
• Asks for a refund or compensation
• Refers to legal action or a regulator.

Late or non notification can lead to problems, so when in doubt, notify.

6. Get guidance before sending a formal response

• Your insurance provider or professional body can help with options, tone and wording
• Prepare a clear timeline, relevant notes, policies and client correspondence
• Then respond in line with the agreed approach.

Practical dos and don’ts for handling client complaints

Do:

• Stay polite and professional
• Give clients space to talk without interruption
• Acknowledge their feelings and the impact on them
• Explain you’ll follow your complaints procedure
• Keep clear notes of conversations and decisions
• Contact your broker or professional body early
• Confirm key points in writing.

Don’t:

• Ignore early signs of dissatisfaction
• React defensively or blame the client
• Admit liability or offer compensation without advice
• Delay telling your insurer if a claim is possible
• Discuss the complaint with people who don’t need to know.

A simple habit that helps briefly call clients after a “no show”. It shows care, flags concerns early and can prevent a minor issue becoming a formal complaint.

Turning complaints into opportunities

Handling complaints isn’t just self protection, it can be a way to improve your practice. 

Review complaints and ‘near misses’ regularly. Look for patterns (e.g. communication, policies, systems, clinical issues). Involve your team and use simple tools like a quick SWOT (strengths, weaknesses, opportunities, threats) to plan changes.

Over time, this can build trust, reduce problems and support safer, more effective work.

Final thoughts on confident, compassionate complaint handling

Handling complaints in therapy needs both professionalism and compassion.

By focusing on:

• Clear consent and communication
• Strong contracts, case notes and confidentiality
• Extra safeguards for children and vulnerable adults
• A clear, practical complaints procedure
• Early contact with your broker or professional body.

…you can approach complaints with confidence rather than fear.

They will never be enjoyable, but with the right systems and mindset, complaints can become chances to show integrity, protect your practice and improve care for every client.

 

Disclaimer: This article is for general information only and does not constitute legal, clinical or insurance advice. It does not consider your individual circumstances. Always refer to your own policy documents and seek professional, legal or insurance advice before acting on any of the information provided.

 

May 2026 FP26150