Our commitment
We aim to offer a safe, respectful and professional service. If something has gone wrong, or you are unhappy with any part of your care, we want to know. Raising a concern will never affect the care you receive, and it will be handled in confidence.
1. Talk to us first
Many concerns can be resolved simply by talking them through. You are welcome to raise a concern with your clinician during a session, or by email or telephone. If you would rather not speak to your own clinician, contact Dr Philippe Jacquet directly.
2. Making a formal complaint
If talking it through has not resolved matters, or you prefer to complain formally, please write to Dr Philippe Jacquet:
- Email: [email protected], marked “Complaint – confidential”
- Post: Philippe Jacquet & Associates, 45 Fitzroy Street, London W1T 6EB
Please include your name and contact details, what happened and when, who was involved, and what you would like to happen as a result. If you need help putting your complaint in writing, tell us and we will help.
3. What happens next
- We will acknowledge your complaint in writing within 5 working days.
- Dr Jacquet will look into it carefully and fairly. Where the complaint concerns another clinician working within the practice, he will review it personally and discuss it with that clinician.
- We aim to send you a full written response within 28 days. If we need longer, we will tell you why and when to expect a reply.
- Where appropriate, we will offer to meet, in person or online, to discuss your concerns, and we will explain any action we are taking as a result.
4. Confidentiality
Complaints are handled confidentially, in line with our privacy policy and professional codes of ethics. Information about your complaint is shared only with those who need it to resolve it, and it is kept separately from your clinical notes.
5. If you are not satisfied
You have the right to take your complaint to the professional or regulatory body of the clinician concerned at any time, whether or not you have used this procedure first. For Dr Philippe Jacquet these are:
- UK Council for Psychotherapy (UKCP), registration no. 2011161837: psychotherapy.org.uk
- Health and Care Professions Council (HCPC), registration no. AS13944: hcpc-uk.org
- British Psychoanalytic Council (BPC), registration no. 23487: bpc.org.uk
- British Association of Art Therapists (BAAT), membership no. 24333: baat.org
- Association of Jungian Analysts (AJA): jungiananalysts.org.uk
If you were referred through the British Association for Performing Arts Medicine (BAPAM), you may also let BAPAM know at [email protected].
Concerns about how your personal data is handled can be raised with the Information Commissioner’s Office (ICO) at ico.org.uk.
6. Learning from complaints
We keep a confidential record of complaints and what was done about them, review them in clinical supervision, and use them to improve our service.
Last reviewed: November 2026.