Complaints Policy

The Asian Family Counselling Service (AFCS) believes it is very important to have a formal complaints procedure for our service users.  We hope that it will serve some useful purposes:

It will provide you, the service user, with a medium for registering complaints about our service delivery or any associated matters.   All complaints received will be treated fairly, honestly and confidentially.

We hope that you, as a service user, will feel comfortable about making a complaint whatever its nature might be.  Complaints may relate to the counselling provided by counsellors or to the support and administrative process.

We would like to reassure all service users that there is no need to feel threatened or insecure by the prospect of lodging a formal complaint.  If you have a legitimate complaint it is your right as a service user to make it known.

A formal complaints procedure is an excellent method of monitoring the quality of service provided and ensuring that high standards and quality are maintained. The AFCS service exists to meet your needs.  If at any time we are not fulfilling this objective adequately a complaints procedure will give us the opportunity to remedy the situation in a positive manner.  In this way we can try to ensure that all service users receive a service which is beneficial and tailored to their requirements. This does not mean that positive comments/praise/compliments are not also welcome or indeed any constructive criticisms or recommendations.  These are very welcome.


 It is the Asian Family Counselling Service’s policy to respond to complaints as follows:

  • All complaints will be investigated and responded to within a set time, as detailed in the procedures below.
  • Service users who have difficulty in making a written complaint will be advised of sources of assistance.
  • Complaints will be heard in person if the complainant so prefers.
  • Information about the complaints procedure will be publicised. This document detailing the procedure for making a complaint will be displayed and available in the Centre.
  • Complaints will be monitored to ensure that the complaints procedure is effective and so that problems caused by policies or procedures, or lapses in procedure, can be identified and rectified.
  • Complaints must be made within 3 months of the event(s) to which they pertain.
  • Complaints will always be dealt with in confidence.


 Service users who wish to make a complaint should follow this procedure. If the complainant misses a stage in the procedure, it will be referred back to the appropriate stage.

At any stage of the complaints process a service user may complain to the Management Committee.

The user may choose any person to act as their advocate and refer the complaint to the appropriate person according to the stage the complaint has reached.

Stage 1

Complainant:  Contacts the Director or Staff member.  Complaint will be dealt with by the Director within 14 days

If complainant is dissatisfied with the response,

Stage 2

Complainant:  Contacts Chair of AFCS or Management Committee (MC) member, if Chair not available the Complaint will be dealt with by the Chair/MC member of the Asian Family Counselling Service within 1 month.

If complainant is dissatisfied with the response,

Stage 3

Appeal to Complaints Panel

Complainant:  Contacts the Chair of AFCS. The Chair will organise a Complaints Panel. The Complaints Panel will consist of 3 people drawn from the Management Committee and a user representative. The Panel will discuss the complaint and decide on appropriate action. The decision of the Panel will be final and will be made within 14 days of the Panel meeting.

Privacy Policy

Effective date: November 01, 2018

Asian Family Counselling Service (“us”, “we”, or “our”) operates the website (the “Service”).

This page informs you of our policies regarding the collection, use, and disclosure of personal data when you use our Service and the choices you have associated with that data. Our Privacy Policy for Asian Family Counselling Service is managed through Free Privacy Policy.

We use your data to provide and improve the Service. By using the Service, you agree to the collection and use of information in accordance with this policy. Unless otherwise defined in this Privacy Policy, terms used in this Privacy Policy have the same meanings as in our Terms and Conditions, accessible from

Information Collection And Use

We collect several different types of information for various purposes to provide and improve our Service to you.

Types of Data Collected

Personal Data

While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you (“Personal Data”). Personally identifiable information may include, but is not limited to:

  • Email address
  • First name and last name
  • Phone number
  • Address, State, Province, ZIP/Postal code, City
  • Cookies and Usage Data

Usage Data

We may also collect information how the Service is accessed and used (“Usage Data”). This Usage Data may include information such as your computer’s Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.

Tracking & Cookies Data

We use cookies and similar tracking technologies to track the activity on our Service and hold certain information.

Cookies are files with small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device. Tracking technologies also used are beacons, tags, and scripts to collect and track information and to improve and analyze our Service.

You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service.

Examples of Cookies we use:

  • Session Cookies. We use Session Cookies to operate our Service.
  • Preference Cookies. We use Preference Cookies to remember your preferences and various settings.
  • Security Cookies. We use Security Cookies for security purposes.

Use of Data

Asian Family Counselling Service uses the collected data for various purposes:

  • To provide and maintain the Service
  • To notify you about changes to our Service
  • To allow you to participate in interactive features of our Service when you choose to do so
  • To provide customer care and support
  • To provide analysis or valuable information so that we can improve the Service
  • To monitor the usage of the Service
  • To detect, prevent and address technical issues

Transfer Of Data

Your information, including Personal Data, may be transferred to — and maintained on — computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from your jurisdiction.

If you are located outside United Kingdom and choose to provide information to us, please note that we transfer the data, including Personal Data, to United Kingdom and process it there.

Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer.

Asian Family Counselling Service will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy and no transfer of your Personal Data will take place to an organization or a country unless there are adequate controls in place including the security of your data and other personal information.

Disclosure Of Data

Legal Requirements

Asian Family Counselling Service may disclose your Personal Data in the good faith belief that such action is necessary to:

  • To comply with a legal obligation
  • To protect and defend the rights or property of Asian Family Counselling Service
  • To prevent or investigate possible wrongdoing in connection with the Service
  • To protect the personal safety of users of the Service or the public
  • To protect against legal liability

Security Of Data

The security of your data is important to us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee its absolute security.

Service Providers

We may employ third party companies and individuals to facilitate our Service (“Service Providers”), to provide the Service on our behalf, to perform Service-related services or to assist us in analyzing how our Service is used.

These third parties have access to your Personal Data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.

Links To Other Sites

Our Service may contain links to other sites that are not operated by us. If you click on a third party link, you will be directed to that third party’s site. We strongly advise you to review the Privacy Policy of every site you visit.

We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.

Children’s Privacy

Our Service does not address anyone under the age of 18 (“Children”).

We do not knowingly collect personally identifiable information from anyone under the age of 18. If you are a parent or guardian and you are aware that your Children has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from children without verification of parental consent, we take steps to remove that information from our servers.

Changes To This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page.

We will let you know via email and/or a prominent notice on our Service, prior to the change becoming effective and update the “effective date” at the top of this Privacy Policy.

You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

Contact Us

If you have any questions about this Privacy Policy, please contact us:

  • By email: