It’s really important to us that we meet your needs and exceed your expectations. We try and ensure that all of our clients are pleased with their experience of our service. We take any concerns a client may have very seriously. Therefore, if you have an issue you wish to raise regarding any aspect of your care, please let us know. We will do all that we can to resolve it promptly and professionally. If there’s anything about your care you’d like to discuss with us, it’s best to first get in touch with a member of our clinical team.

How you can get in touch

If after speaking to the Clinical Team, you would like to further discuss any issues, your options to complain are as follows: 

Step 1

Contact our Clinical Lead below to discuss your concerns and if appropriate register a complaint. Your complaint will be investigated with the relevant personnel and you will be contacted within 48 hours with a response. Your complaint will be dealt with in an effective and confidential manner. A response to your complaint may include an apology for any errors that have occurred; an explanation of our policy and processes related to your feedback; and learning points that we have taken from your feedback and how they will be implemented. 

Step 2

If you are unhappy with the responses received from the Clinical Team or our Clinical Lead, then you can take up your issues with the HCPC (Health and Care Professions Council or the BABCP (British Association for Behavioural and Cognitive Psychotherapy).