I’m not going to sugarcoat it; getting a complaint from a client is just about the worst feeling ever. Even when you know logically that you can’t be the right person for everyone, it still stings when someone isn’t happy with their experience.
As therapists in private practice, we occasionally encounter complaints. In 15 years, I’ve had 3 occasions when it’s cropped up, so it’s thankfully rare. We’re working with humans at really difficult times in their lives. People feel vulnerable. Sometimes they’re disappointed if therapy hasn’t given them what they hoped for. And when you’re working directly with self-funding clients without a referral company acting as a buffer, these moments can feel especially personal.
But here’s what I’ve learned — having a prepared response script can completely transform how you handle these difficult moments. It takes the panic out of the equation and helps you respond with the professionalism and compassion your clients deserve, even when your heart is racing.
Your Client Complaint Response Script
When a client expresses dissatisfaction, it’s so natural to feel defensive or anxious. That’s exactly why having a script ready is a game-changer. You don’t have to think on the spot. You don’t have to worry about saying the wrong thing. You just follow the framework.
Here’s exactly what to say:
Step 1: Initial Response
“Thank you so much for letting me know. I really appreciate you taking the time to share your experience with me. Your feedback is important, and I want to make sure you feel heard.”
Why this works: You’re acknowledging their courage in speaking up without immediately going into defence mode or admitting fault.
Step 2: Acknowledge Their Experience
“I’m sorry to hear that your session didn’t feel right for you. I want to make sure you feel completely supported and cared for. My goal is always to provide the best possible experience for my clients, so I’d love the opportunity to explore this with you and make things right.”
Why this works: You’re validating their feelings while showing you’re committed to resolution, not excuses.
Step 3: Gather Details (if needed)
“Could you please share a little more about what didn’t feel right for you? If you’re happy to share a bit more context, that will help me better understand and find the best way forward together.”
Why this works: You’re inviting dialogue and showing genuine curiosity about their experience.
Step 4: Offer Resolution
“What I can do for you is [offer a follow-up session/check-in call/partial refund/rebook your session]. This way, we can ensure you feel supported and valued moving forward.”
Why this works: You’re being concrete and actionable, which helps the client feel like something is actually being done.
Step 5: Close with Care
“Again, I’m so sorry you didn’t have the experience you hoped for. Thank you for giving me the chance to make things right. Your trust and well-being mean so much to me. Let me know what feels best for you, and we’ll sort it straight away.”
Why this works: You’re ending on a warm, human note that reminds them you genuinely care.
How to Adapt This Script to Different Situations
For phone or video complaints: Use the same structure but in a more conversational tone. Take notes as you go so you can follow up in writing.
For written complaints (email/text): You can copy this almost word-for-word. Just make sure to acknowledge receipt quickly, even if you need time to formulate a full response.
For in-person complaints: Keep your body language open and calm. Don’t cross your arms or turn away. Use this script as your guide but let it flow naturally.
But Here’s What Most Therapists Miss...
Having a script for the initial response is brilliant, but it’s only the first step. What happens after you send that message? How do you actually manage the complaint from start to finish? What should you document? When do you need to involve your supervisor or your insurance provider? And how do you protect your own mental health through the process?
That’s exactly what we’re diving into below, exclusively for paid members.
Here’s what you’ll get access to right now:
✨ Quick wins for immediate complaint resolution — the strategies that prevent escalation and maintain client trust
✨ What to document (and how) — a step-by-step guide to protecting yourself legally while staying organised
✨ Email template for formal complaint responses — copy, paste, customise, and send with confidence
✨ When to seek professional support — know exactly when to loop in your supervisor, insurance provider, or legal advisor
Plus, this is just the first in a four-part series on complaint management. Over the coming weeks, members will get:
The complete complaints management framework
A professional complaints procedure template (ready to use)
Energy protection strategies for handling difficult feedback
Prevention techniques to reduce complaints before they happen
Ready to feel more confident and prepared? Keep reading below.