How to raise a concern or make a complaint

Anyone can contact the FHT and raise a complaint about one of its members. This can include clients, other therapists, regulatory bodies, police or any interested party.

Anonymous complaints (where the person making the complaint does not give their name) will not normally be actioned. If however, the information given relates to professional misconduct or serious allegations about an FHT member’s fitness to practise, we will investigate the complaint.

While there are no time limits on complaints, we recommend all complaints are made as near to the event as possible to ensure that evidence and details are up to date.

Complainants will be kept up to date with any ongoing investigations and the its progress.

If you have a complaint but are not sure of the next step the Registrar and FHT staff can offer advice and guidance to how to deal with a complaint and the best way forward to resolve it. The FHT offers a helpline that is available to call and discuss your complaint with the Registrar or FHT staff. Please call 023 8062 4350 if you wish to discuss a complaint. Please note, you will still be required to complete the Complaint Form.

If it is necessary for the complaint to go to a hearing, the Registrar will give 1-2-1 support, guidance and advice to both parties about what to expect during the hearing and its processes. The Registrar can assess any individual requirements and this will be done on a case-by-case basis.

What can you make a complaint about?

We consider all cases individually, but all members must abide by the FHT Code of Conduct and Professional Practice and are subject to the Professional Conduct Procedure.

This includes, but is not limited to:

  • acting in the best interests of clients
  • only working within the limits of competency
  • observing confidentiality
  • practising within the law
  • not blurring boundaries between the client / therapist relationship
  • use of threatening or inappropriate behaviour.

What can the FHT not do?

Whilst we consider all cases individually we are not able to:

  • consider complaints about non-FHT members
  • get involved in matters not related to FHT membership
  • arrange refunds or compensation
  • give legal advice or get involved in legal disputes.

How do you make a complaint?

In order to make a complaint you must:

  • make the complaint in writing using the FHT Complaint Form (at the bottom of this page)
  • identify the FHT member you are complaining about
  • provide sufficient details so that both FHT and the FHT member concerned can understand the nature of the complaint and respond accordingly
  • provide any information requested by the FHT pertaining to the complaint.

How long will it take?

The FHT understands that making a complaint can be stressful. The FHT will endeavour to consider the case in a timely manner and update the complainant and the therapist at each stage. This will include:

  • confirmation of receipt of the complaint by the FHT
  • regular updates on information received by the FHT during the investigation
  • details of any hearings or meetings to be held.

Each case is individual; however delays may be inevitable due to:

  • Gathering information from the individuals concerned
  • On-going police or criminal trial
  • Employer investigations
  • Difficulty finding dates when everyone is available for a hearing
  • Adjournment requests.

If at any time of the complaint process you would like an update, please contact the FHT Registrar by email to


When investigating a complaint we will need to inform the FHT member involved. This will include the name of the person who has raised the complaint unless the complaint has been made anonymously. The contact details of this person will be removed from any documents we send. All information shared between these parties involved must be treated strictly private and confidential.