This policy is for persons using ACPO services for advertising or membership. For initial complaints, you are asked to notify us in writing at your earliest convenience so that we may make every effort to rectify the problems or issues you raise.

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You may lodge a complain about any aspect of your dealings with ACPO. You are asked to submit your complaint in writing by email (ContactACPO@protonmail.com). Please present all relevant details as you see or have experienced them, where possible, with relevant dates, and your desired resolution. We will acknowledge receipt of your email within 48 hours.

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You can request proof of receipt in your own email options.

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ACPO will investigate your complaint and respond in writing within 5 days. If this is not possible because your complaint is complex, perhaps because a third party is involved, like a payment provider, you will be contacted with reasons for any delay clearly stated, and an estimated new date for response issued.

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Should a dispute remain unresolved, ACPO would choose to go to an independent mediator before either party resorts to legal action, which is often expensive and takes time. Should you choose mediation with us, the cost will be borne equally by both sides.

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Escalation

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Users can escalate a complaint by contacting an independent Ombudsman within 6 months of the event.

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Complaints on Data Usage

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To escalate a complaint about your data under the UK GDPR/Data Protection Act 2018, by contacting the Information Commissioner's Office - https://ico.org.uk/make-a-complaint/

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Your Consumer Rights

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If you feel that your consumer rights have been violated under the Consumer Rights Act 2015, you can contact Citizens Advice - https://www.citizensadvice.org.uk

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Complaint against a listed therapist/supervisor

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If you have a complaint against a therapist or supervisor listed on our directory, you will need to complain to their membership body, BACP, NCPS, or UKCP. If your complaint with the membership body is upheld, please notify us asap and the relevant directory listing, profile and user will be removed from our service.