Complaints Policy & Procedure Complaints Policy & Procedure

Complaints Policy & Procedure

Joanna Wright Joanna Wright

If you are dissatisfied with the conduct of a practitioner you are seeing via Unmind Talk, it’s important that you raise a complaint with our team. This means we can seek to find a resolution for you, and it helps ensure we maintain the highest quality of service for everyone who uses our platform. 


When to raise a complaint about a practitioner 

Where possible, we recommend that you try to raise your concerns with your practitioner directly before raising a formal complaint. However, if you are not satisfied with their response, if you don’t feel comfortable raising the issue with them, or if you believe we need to be informed about any misconduct, we strongly encourage you to tell us. 


Below are a few examples of situations in which we recommend that you raise a complaint with us. Please note that this list is not exhaustive, and you are best placed to judge when a complaint should be made. 

  • If you feel that something is not right 
  • If your practitioner has said or done something offensive
  • If your practitioner has said or done something that was harmful to you
  • If your practitioner has said or done something that made you feel unsafe
  • If your practitioner has said or done something that you don’t feel can be remedied by a conversation
  • If your practitioner has breached your confidentiality


How to raise a complaint

To raise a complaint with the Unmind team, please email us at Your submission will be seen by our Support team and our Talk clinical leadership team. 


Someone from our team will contact you within 1 working day to acknowledge receipt of your complaint. 


When you submit your complaint, please share as much detail as possible, including the practitioner’s name. This will help us understand the situation, and allow us to take action quickly. If there’s not enough detail, we may need to contact you for more information, and it may take longer to resolve. 


How Unmind handles complaints

On receiving your complaint, Unmind’s clinical team will begin an internal investigation. This could last for up to 30 days. We may contact you during the investigation, in order to gather more details. 


Once we have concluded the investigation, we will contact you to share the outcome and let you know of any follow-up actions we are taking. 


We may also recommend that you file a formal complaint with the practitioner’s accreditation/licensing body. To do so, we’ll provide you with the information you need to do this, e.g. the practitioner’s accreditation/licence number. 

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