Pesso Boyden Training UK – Complaints Procedure

We want to hear your feedback, even if it is difficult. Should you have a concern about our training, a trainee, or a PBSP therapist practising in UK, this guide explains how we will handle it fairly and openly.

• Please note: We are an independent training organisation. If your complaint is about a student’s clinical work with a client, it may need to be handled by their individual professional body (like the BACP or UKCP).

Step 1: Informal Chat

Most problems can be solved by talking them through.

• What to do: Raise the issue directly with the person involved or your course tutor.
• Timeframe: We aim to discuss, respond and sort things out within 21 working days.

Step 2: Formal Complaint

If an informal chat doesn’t work, or the issue is too serious, you can make a formal complaint.

• What to do: Put your complaint in writing and email it to info@pessoboydentraininguk.com
• Timeline:
  • We will acknowledge your email within 10 working days.
  • A senior team member will look into the matter, speak to those involved, and send you a written response within 21 working days.

Step 3: Appeal

If you feel we did not handle your complaint fairly or missed vital information, you can appeal.

• What to do: Email us within 14 working days of receiving our Step 2 decision, explaining why you are appealing.
• Timeline: Members of our senior team – who have not been involved so far – will review your case. Our aim will be to write to you with a final decision within 28 working days.