Complaints Procedure

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Introduction

Making a Complaint – The Association of Islamic Mental Health Specialists (AIMS) If you wish to raise a concern or make a complaint against one of our registered practitioners or affiliated counselling organisations, the following information will help guide you through the process. AIMS takes all complaints seriously and is committed to ensuring the complaints process is clear, fair, and accessible to all clients who believe they have experienced misconduct or have a legitimate concern. All complaints will be handled with fairness and impartiality.

Step-by-Step Process

AIMS Complaints Procedure

1. INTRODUCTION

1.1 This complaints procedure applies to counsellor members, registrants, and affiliated organisations of the Association of Islamic Mental Health Specialists. Guidance on the process can be found in the Guidance for people who wish to make a complaint.

1.2 The aim of this document is to protect members of the public and uphold the reputation of the profession. This framework should normally only be used when local complaints procedures have been exhausted.

1.3 A client's contract with an individual counsellor or organisation should provide details of the complaints procedure, including how to access this procedure if local processes do not resolve the matter.

1.4 The aim of this document is also to promote safe and professional practice by counsellors working from an Islamic perspective.

2. BRINGING A COMPLAINT

2.1 The complaints procedure will be implemented as follows:

• 2.2 The basis for making a complaint is a breach of Ethics for Members.
• 2.3 A complaint should normally be lodged within three years of the alleged breach. A neutral person will be offered to help clarify issues and guide you through the process.
• Required details in the complaint form:
  • The name of the person and/or organisation being complained about
  • The date(s) of the alleged breach
  • The location(s) where it occurred
  • Context (counselling relationship, other context, or third-party witness)
  • The name of any organisation to which the counsellor belongs
  • Full written details of the complaint, signed and dated
• 2.4 Complaints not meeting the above conditions will not normally be processed.
• 2.5 Complainants are expected to first try resolving the matter locally through the counsellor's or organisation's own complaints procedure.
• 2.6 Records will be kept for two years. Upheld complaints and sanctions may be published on the website and shared with relevant agencies.
• 2.7 No expenses will be paid to either party.
• 2.8 The process will follow protocols set by the Association, administered by the Director.
• 2.9 The Association reserves the right to initiate a complaint if credible information warrants investigation.

3. COMPLAINTS PROCESS

• 3.1 Once the complaint form is received, the Director of the Association will acknowledge it in writing, usually within seven working days. The Director will then assess whether a formal investigation is required.
• 3.2 Following consultation with the panel, the Director may suspend a counsellor, affiliated organisation, or registered participant from membership, accreditation, or affiliation. The complaints panel is an independent body made up of lay representatives, which provides advice on ethical and professional conduct.
• 3.3 Such a suspension may take effect immediately and remain in place until the investigation concludes and any decisions by the Disciplinary Panel and Appeals Panel are finalised. This authority is provided for under the Interim Sanctions Policy and may be exercised by the Director or the Disciplinary Panel after consultation with the RAP. If suspension is imposed, the published notice will set out its duration and whether practice may continue during this period. Before the final decision is made, the parties concerned will be consulted, for example if an appeal is underway.
• 3.4 The Association accepts no responsibility for any loss or expenses arising from a suspension, even if the complaint is later dismissed.
• 3.5 Within fourteen working days of receiving the complaint, the Director will write to the person named in the complaint, outlining the details and providing a copy of the submission.
• 3.6 Legal advice may be sought at any stage of the investigation to ensure the process is fair and compliant with applicable requirements.
• 3.7 The Director will appoint an appropriately qualified individual to act as the complaints investigator and carry out the initial fact-finding process.
• 3.8 Investigations will normally be conducted through written correspondence. However, meetings may be arranged if this is considered necessary.
• 3.9 The investigator may request relevant documents, including counselling contracts, promotional materials, qualifications, supervisor reports, and any prior accreditation or practice review records held by the Association. Access to client records may also be requested, but only with the written consent of the complainant or the client concerned if the complainant is a third party.
• 3.10 Once all evidence is gathered, the investigator will present the findings to a Pre-Hearing Assessment Panel, typically comprising two experienced counsellors (where possible, at least one from the same therapeutic approach as the practitioner concerned) and one lay member. The panel will determine whether there is a case to answer and decide whether to: refer the matter to the Disciplinary Panel, request further information or clarification, or dismiss the complaint. The panel may interview the complainant and/or the person complained against if needed.
• 3.11 If the panel asks for additional information, the complaint will be reassessed once that information is received, and the panel will decide whether to proceed to a disciplinary hearing or close the case.
• 3.12 If the panel decides to reject the complaint, both parties will be informed in writing, including reasons for the decision. The complainant may appeal by submitting further information or demonstrating valid grounds for a hearing. If these are not provided to a satisfactory standard, the matter will be closed.
• 3.13 Where the panel accepts the complaint, the formal disciplinary process will commence.

4. FORMAL PROCEDURE

• 4.1 Once a complaint has been accepted, both parties will be notified in writing that the matter is proceeding to the Disciplinary Panel.
• 4.2 All evidence submitted by either the complainant or the respondent will normally be shared with all parties involved. However, information may be withheld if disclosure poses a risk to any party, provided that withholding such information does not compromise fairness or transparency. The Chair will ensure that all relevant submissions are distributed to the parties concerned. All materials received must be treated as strictly confidential and must not be shared beyond the process.
• 4.3 Both parties are required to comply with the protocols of the Association regarding the Complaints Procedure. Failure to comply may result in termination of the procedure and/or termination of membership with AIMS.
• 4.4 Failure to renew membership, resignation, or withdrawal from the Register during the course of a complaint will not terminate or invalidate the complaint process.
• 4.5 The Disciplinary Panel will consist of two suitably experienced counsellors and one lay person, none of whom will have had prior involvement in the complaint. Members must declare any interest that could compromise, or be perceived to compromise, their impartiality when approached by the Chair of AIMS (who is responsible for convening the Panel).
• 4.6 The role of the Disciplinary Panel is to examine the complaint and determine whether it is upheld.
• 4.7 The Panel will receive reports from the complaint investigator, who may also make recommendations. All parties to the complaint may attend the hearing and present their case, and may be accompanied by one person of their choosing. AIMS will not normally be responsible for any costs incurred by the parties in attending. The venue will be chosen by the Association.
• 4.8 All written evidence, submissions, and witness statements must be submitted to the Chair no later than 28 days before the scheduled hearing. These documents will then be circulated to all parties within a reasonable timeframe prior to the hearing.
• 4.9 The Chair of the Disciplinary Hearing, with appropriate advice, will decide whether any new evidence submitted on the day of the hearing will be accepted.
• 4.10 Parties intending to call witnesses must notify the Executive Chair at least 28 days in advance, providing names and details of the witnesses. Witness attendance will only be permitted if they have provided a written statement that requires clarification. The Panel has the discretion to refuse witness attendance if it deems their input irrelevant or unlikely to add value to the case. Witnesses may be questioned by both the Panel and either party involved.
• 4.11 If either party fails or refuses, without good reason or notice, to attend the hearing, the Chair may decide to:
  • Proceed with the hearing in their absence;
  • Adjourn to another date; or
  • Terminate membership following due process.
• 4.12 The Panel will normally reach a decision on the day of the hearing. However, in line with the Standards required by the PSA for Accredited Voluntary Registers, the decision will be reviewed by the RAP to ensure the outcome is fair, proportionate, transparent, effective, and consistent. For further guidance on suspensions or reconvening panels for deliberation, please see the Indicative Sanctions Policy.
• 4.13 AIMS will inform both the complainant and the respondent in writing of the Panel's decision within 28 days.
• 4.14 AIMS aims to complete the complaints process within six months.

5. DISCIPLINARY MEASURES

• 5.1 The Association of Islamic Mental Health Specialists (AIMS) will carry out any disciplinary measures decided by the Disciplinary Panel as appropriate. These may include one or more of the following:
• 5.2 A written warning, which may include a request for an apology and a commitment to avoid further breaches of the Code.
• 5.3 A requirement for the individual or organisation to undertake further training, or for their work to be monitored by a supervisor approved by the Disciplinary Panel.
• 5.4 Suspension of an individual from the Register, or suspension of organisational affiliation, for a specified period until the conditions set by the Panel are met.
• 5.5 Permanent removal from the Register or termination of organisational affiliation, requiring the immediate cessation of counselling, training, or supervision. Membership of AIMS will also cease from that date.
• 5.6 Restrictions or conditions placed on practice, applied either to an individual or an organisation, which may limit their ability to work with certain client groups or in specific areas of practice.
• 5.7 The above list is not exhaustive. Other measures may be imposed if deemed fair and appropriate in the circumstances.
• 5.8 Failure to comply with any sanction will result in immediate termination of membership and/or removal from the Register. The decision will be recorded publicly, and the Chief Executive Officer will ensure it is enacted following the Panel's determination.
• 5.9 Where a member is suspended or removed from the Register, AIMS may inform other relevant professional bodies or regulatory organisations in line with good practice for public safety.
• 5.10 Sanctions such as suspension, permanent removal, or practice restrictions will be recorded against the member's name in the AIMS Register to ensure transparency and protect the public. Warnings or cautions may also be noted but will not normally be published more widely.
• 5.11 The duration of publication and the removal of sanctions will be determined by AIMS in accordance with its disciplinary procedures

6. APPEALS

• 6.1 Either party to a complaint may appeal against the decisions or sanctions of the Disciplinary Panel by writing to the Chair of the Association of Islamic Mental Health Specialists (AIMS) within two weeks of being notified of the decision. The appeal must clearly state the grounds on which it is being made.
• 6.2 An appeal will not be granted if, after review, the Chair considers that:
  • there is insufficient evidence available, or likely to become available, to support the grounds for appeal; or
  • the appeal is frivolous or vexatious.
  • This decision will be final.
• 6.3 An appeal may be considered on any of the following grounds:
  • the decision was made against the weight of the evidence;
  • the sanction applied is disproportionate to the findings of the Panel;
  • a procedural error or impropriety may have had a material effect on the Panel's decision;
  • new evidence has become available that was not reasonably accessible at the time of the Disciplinary Panel hearing.
• 6.4 If an appeal is accepted, the Chair will appoint an Appeals Panel consisting of four suitably experienced individuals, including at least one lay member. The Appeals Panel will be convened specifically for this purpose, and its members will not be part of the AIMS Board, Executive, or any committee with prior involvement in the case.
• 6.5 The Appeals Panel will consider the appeal in full, which may include a hearing where parties are given the opportunity to attend and present their case. The Panel may also seek legal or professional advice if required. Following its deliberations, the Chair will write to both parties to notify them of the outcome and whether the appeal has been upheld or rejected.
• 6.6 The decision of the Appeals Panel is final. No further appeal will be available within the Association.

7. PUBLICATION

• 7.1 The Association of Islamic Mental Health Specialists (AIMS) will publish on its website the outcome of any Disciplinary or Appeal Panel where the complaint has resulted in a restriction of practice, suspension of membership, or permanent removal from membership. Publication will include sufficient detail to reflect the findings and ensure transparency. Individual member records will be updated on the AIMS Register to reflect the sanction.
• 7.2 Any notification that AIMS is entitled to publish under these procedures may, at the Association's discretion, also be published in other appropriate formats or platforms.

Published and revised September 2025