What is good practice when handling a complaint? What is the ethical basis of such practice? This book pays equal attention to both these issues which are at the top of the agenda for psychotherapists and counsellors practising today. It outlines the basics for putting in place a professional and ethical system of investigation and action. Illustrated by case examples, the handbook covers all aspects of complaints and grievance management: competence; contract; confidentiality; mistakes or malpractice; principles for dealing with complaints; investigation; adjudication; sanctions; outcomes; and appeals. The book also includes useful addresses, current codes of ethics from major umbrella organizations, protocols and sample letters.