Therapy and Supervision Complaints Policy
CJ Ablack Ltd
Purpose
I am committed to providing a professional, ethical and respectful therapy and supervision service. If a client or supervisee is dissatisfied with any aspect of the service, they are encouraged to raise their concerns so that they can be addressed fairly, promptly and appropriately.
Scope
This policy applies to:
In-person therapy and supervision sessions
Online therapy and supervision sessions
Telephone sessions (rarely undertaken, however if applicable)
Administrative and practice-related services.
Informal Resolution
Where possible, concerns first should be raised directly with Carmen Joanne Abalck so that they may be discussed fully and an attempt be made to have the issue or issues resolved informally. This is to allow us to find an informal resolution that is satisfactory for the client or the supervisee.
Clients and supervisees may raise concerns:
- During a therapy or supervision session
- By email: carmenjoanne@cjablack.com
- By telephone (or usually text alert of email sent if therapist is in session):
+44 (0)7775431994
(This number is not used for new enquiries. All new enquiries should be sent by email)
I aim to respond within 10 working days, whenever possible.
Formal Complaints Procedure
If a concern about “Administrative and practice-related services”
cannot be resolved informally, a formal complaint may be submitted in writing.
Please include: Your name, Your Contact details, A description of the complaint Relevant dates and information,
The outcome you are seeking
Formal complaints about “Administrative and practice-related services”
should be sent in the first instance to:
Email: carnenjoanne@cjablack.com
Postal Address: 71 Burghley Road, London N8 0QG
Complaint Investigation
Upon receipt of a formal complaint about “Administrative and practice-related services”
I will acknowledge receipt within 5 working days.
I will review the complaint and any relevant records.
I may request further information if required.
I will provide a written response within 20 working days, where reasonably possible. If additional time is needed, you will be informed of the reason and expected timescale.
Escalation of “Administrative and practice-related services” &
Making Formal Complaints about
- In-person therapy and supervision sessions
- Online therapy and supervision sessions
- Telephone sessions (rarely undertaken, however if applicable)
If you remain dissatisfied after receiving my response.
OR
If you wish to make a Formal Complaint about
- In-person therapy and supervision sessions
- Online therapy and supervision sessions
- Telephone sessions (rarely undertaken, however if applicable)
You may be able to raise the matter with my professional membership organisation, subject to their procedures.
The initial information you will need to give them about me is:
Name: Carmen Joanne Abalck
Membership Number: 00980549
Contact details can be found on the organisation's website: https://www.psychotherapy.org.uk/
Confidentiality
All complaints will be handled confidentially as far as reasonably possible.
Information will be shared only where necessary to investigate the complaint or where required by law, safeguarding obligations, insurance requirements, or professional ethical standards.
Record Keeping
A record of complaints and outcomes will be retained securely in accordance with my data protection and record retention policies.
Website Cookie Policy Template
Date Effective: June 2026
What Are Cookies?
Cookies are small text files stored on your device when you visit a website. They help websites function properly, improve user experience, and provide information about website usage.
How I or my Website Might Use Cookies
My website may use cookies for the following purposes: Essential Cookies are necessary for the operation of the website and cannot usually be switched off.
Examples include: Security features, Website functionality, Form submissions. Cookie preference settings, Analytics Cookies which help me understand how visitors use the website so that I can improve content and functionality.
Examples may include: Number of visitors, Pages viewed, Time spent on the website, Traffic sources, Examples of services that may be used:
Analytics cookies will be used only where appropriate consent has been obtained.
If you have any questions about this Cookie Policy, please contact:
carmenjoanne@cjablack.com
CJ Ablack Ltd
Privacy Notice for Clients and Supervisees
- Last updated: June 2026
Introduction
I am a psychotherapist and supervisor providing psychotherapy and supervision services through my company CJ Ablack Ltd.
I am committed to protecting your privacy and handling your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
This privacy notice explains what personal information I collect, why I collect it, how I use it, and your rights regarding your data.
Data Controller
Name: Carmen Joanne Ablack
Address: 71 Burghley Road London N8 0QG
Email: carmenjoanne@cjablack.com
Telephone: (or usually text alert of email sent, if therapist is in session):
+44 (0)7775431994 (This number is not used for new enquiries, please email as stated)
As the data controller, I am responsible for deciding how your personal information is collected and used.
I may collect and process some or all the following information:
Before Therapy Begins
Name, Address, email address, Telephone number, Date of birth, GP or other healthcare practitioner details
Emergency contact information and information you provide when making an enquiry
During Therapy
Assessment information, Session notes, Correspondence by email, text, telephone or post, Appointment records, Payment records and invoices.
Website Information
If you visit my website, I may collect: IP address, Browser type, Website usage information (through cookies.)
Why I Collect Your Information
I collect and use your information to:
- Provide psychotherapy and supervision services.
- Arrange and manage appointments and maintain essential clinical records.
- Ensure your safety and wellbeing
- Meet professional and ethical requirements required of me as an accredited professional.
- Manage payments and accounts,
- Comply with legal obligations, Lawful Basis for Processing Under UK GDPR.
I process your personal information under the following lawful bases:
Contract - Processing is necessary to provide therapy and supervision services requested by you.
Legal Obligation - Processing is necessary to comply with legal requirements.
Legitimate Interests - Processing is necessary for the effective and safe provision of therapy and counselling services.
Special Category Data - Information about your mental health is classified as special category data.
I process this information under Article 9(2)(h) UK GDPR, which permits processing for health and therapeutic purposes.
Confidentiality
Everything discussed during psychotherapy and supervision sessions is treated confidentially.
However, confidentiality may be broken where:
- There is a serious risk of harm to yourself or others.
- There is a safeguarding concern involving a child or vulnerable adult.
- I am required by law or court order to disclose information.
- There is evidence of terrorism, money laundering, or other legal obligations requiring disclosure.
Where possible, I will discuss this with you before sharing information.
Session Notes I keep brief clinical notes to support the therapy and supervision process and meet professional requirements.
These notes are: Stored securely, Kept confidential, Accessible only to me unless disclosure is legally required.
How Your Information Is Stored I take appropriate steps to keep your information secure. This may include: Password-protected devices, encrypted storage systems, secure email services, locked filing cabinets for paper records.
Online Therapy and Supervision
Where therapy or supervision is conducted online, I may use platforms such as: Zoom. While reasonable security measures are used, no internet-based service can be guaranteed completely secure. I will exceptionally speak with you on the phone if zoom fails; these conversations are not recorded on the device used.
Sharing Information
I do not sell or share your personal information for marketing or other purposes.
Information may be shared only when necessary with:
- Your GP or healthcare practitioner (with your consent unless there is a serious safety concern)
- Professional supervisors (anonymised wherever possible)
- Legal or regulatory authorities as required by law
Data Retention
Client records are normally retained for 5 years after therapy ends, and 2 years for supervision. After this period, records will be securely destroyed. Financial records may be retained longer where required for tax and accounting purposes.
Your Rights
Under UK GDPR, you have the right to:
Access your personal data, Request correction of inaccurate data, Request erasure of your data in certain circumstances, Restrict processing, Object to processing.
Request transfer of your data where applicable, lodge a complaint with the Information Commissioner's Office (ICO) ico.org.uk
Complaints If you have concerns about how your information is handled, please contact me first.
You also have the right to complain to: Information Commissioner's Office Website: ico.org.uk Telephone: 0303 123 1113
If you have questions about this privacy notice or your personal information, please contact me in session or via email.
Carmen Joanne Abalck
15th June 2026