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IAEBP - Complaints Procedure

Last updated: June 2026

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Making a Complaint

A complaint may be brought by any member of the public who is using the services of a member of the IAEBP, or by a member of the IAEBP in respect of another member.

The complaint should be made in writing using the Complaint Form on our website.

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How We Handle Complaints

Stage 1: Initial Investigation

The Complaints and Discipline Officer will:

  • acknowledge receipt of the complaint in writing within 14 days; and

  • endeavour to investigate and resolve the matter within 28 days, confirming the outcome in writing to the complainant.

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Stage 2: Referral to the Complaints and Disciplinary Committee

In the unlikely event that the matter is not resolved to the satisfaction of the complainant at Stage 1, the complainant has 28 days in which to ask for the complaint to be referred to the Complaints and Disciplinary Committee of the IAEBP.

The Complaints and Disciplinary Committee will review all information relating to the complaint. Potential outcomes include:

  • undertaking further investigation;

  • meeting the complainant and/or therapist in person; or

  • deciding that the complaint should be heard within a formal hearing.

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Standards for Handling Complaints and Disciplinary Matters

All decisions and investigations will be conducted in a manner that shows due regard for the gravity of the situation and respects both parties' rights to confidentiality.

  • All enquiries and interviews shall be fully documented.

  • All material (including notes, messages, and audio or video recordings) shall be preserved and held on file.

  • This procedure does not take precedence over criminal investigations or safeguarding investigations. Where the seriousness of the complaint has warranted these other processes to be initiated, this procedure will be placed on hold until after their conclusion.

  • All decisions will be recorded in writing and held on file.

  • At Stage 2, both the complainant and the therapist must be informed of their right to have a friend or supporter present.

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Publication of Findings

The IAEBP reserves the right to publish details of complaints as it considers appropriate. The termination of IAEBP membership under the Complaints Procedure may be reported in an appropriate publication of the IAEBP.

In certain circumstances, the IAEBP also reserves the right to inform other professional organisations of the termination of a membership.

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Contact Us

To submit a complaint, please use the Complaints Form 

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