1. Commitment to Ethical Care

At The Vine Counseling and Wellness, we are committed to providing professional, ethical, and respectful services consistent with the standards of care required by Texas-licensed mental health professionals, including Licensed Professional Counselors (LPC), Licensed Marriage and Family Therapists (LMFT), and Licensed Clinical Social Workers (LCSW).

Clients have the right to raise concerns or file complaints without fear of retaliation.

2. Internal Complaint Resolution Option

Clients are encouraged—but not required—to attempt resolution directly with the provider or practice before filing with a regulatory board.

Internal Complaint Contact

• • Email: info@vinewell.com
  • Phone: 682-233-4325
  • Address: 2321 Mustang Drive, Suite 100, Grapevine, TX 765001
  • Please include:

• • Client name (optional if anonymous)
  • Provider name (if applicable)
  • Description of concern
  • Relevant dates
  • Requested resolution (if known)

Response Timeframe

• • Acknowledgment within 5 business days
  • Follow-up or resolution update within 15 business days when possible

1. 3. Right to File a Complaint with the State Licensing Authority

You are not required to use the internal process before contacting the state licensing authority.

Complaints about licensed mental health professionals may be filed with the:

Texas Behavioral Health Executive Council

Address:
1801 Congress Ave., Ste. 7.300
Austin, TX 78701

Phone: 1-800-821-3205 or (512) 305-7709
Website: https://bhec.texas.gov/discipline-and-complaints/

This agency regulates and investigates complaints regarding LPCs, LMFTs, and LCSWs in Texas.

4. Filing Deadlines (Texas Regulatory Time Limits)

Under Texas law, complaints generally must be submitted within:

• • 5 years after termination of services for most violations
  • 7 years for complaints involving sexual misconduct
  • OR 5 years after a minor turns 18, whichever is later

1. 5. Investigation Process

The licensing authority reviews complaints to determine:

• • Whether jurisdiction applies
  • Whether sufficient evidence exists
  • Whether formal investigation is warranted

The regulatory body may request records, interview parties, and issue findings or disciplinary actions when appropriate.

6. Non-Retaliation Policy

We strictly prohibit retaliation against any individual who:

• • files a complaint
  • reports a concern
  • participates in an investigation

Filing a complaint will not affect your access to services or quality of care.

7. Confidentiality

We make reasonable efforts to protect the privacy of individuals submitting complaints. However, information may be disclosed when necessary to:

• • investigate allegations
  • comply with legal requirements
  • respond to regulatory inquiries
  • protect client safety
    
    

8. Alternative Reporting Options

Clients may also report concerns to:

• • Insurance carriers
  • Professional associations
  • Accrediting organizations
  • Law enforcement (if criminal conduct is suspected)
    
    
    

9. Accessibility Assistance

If you need accommodations to submit a complaint (language assistance, disability support, or help completing forms), please contact our office and we will assist you.

10. Client Acknowledgment

By receiving services, you acknowledge that you have been informed of your right to file a complaint with the appropriate regulatory authority and understand the procedures outlined above.

Complaints about licensed mental health professionals may be directed to the Texas Behavioral Health Executive Council using the contact information listed above.