Policy: Complaints Policy
Date: Updated 22nd October 2022
Created by: Denise Leander
Version: Final V.4

At Psychology Direct we pride ourselves on consistently delivering a quality service to all our clients.
However, if something does go wrong we would like you to tell us about it.  This will help us to continue to
improve our standards and processes.
Ideally, we would hope to resolve any problems initially on an informal basis. However, if you wish to make
a formal complaint, the procedure below should be followed:

If the complaint relates to a case or an associate appointed in on-going Court proceedings, it may be that
we are unable to deal with the substance of your complaint until these proceedings are completed.
Psychology Direct cannot circumvent on-going Court proceedings.

Complaints can only be considered if received 12 months from the date of the final report or
session or 3 months following the completion of relevant Court proceedings, whichever is the later.

What will happen next?
1.    We will send you a letter acknowledging receipt of your complaint within five days of receiving
it, enclosing a copy of this procedure. Out of courtesy, it may be necessary for us to contact our
client/other parties in a case, to inform them that a complaint has been lodged and giving an
opportunity to respond.
2.    We will then investigate your complaint. This will normally involve passing your complaint to
the Operations Manager who will review your file and speak to those members of staff /associates
involved in your case. Should the issues in your complaint be legally complex, our Legal Advisor will
be passed your complaint, in the first instance.
3.    PSYCHOLOGY Direct will then send you a written reply to your complaint, if appropriate
including suggestions for resolving the matter, within 21 working days of sending you the
acknowledgement letter. If we can respond sooner we always will.

Complaints Policy-October 2022.V4
Appeals
1. If unfortunately, you are still not satisfied with the response you have the right to appeal which should
be addressed to the Managing Director, Aaron Banham at Psychology Direct, at the company address. This
must be within 5 days of your receiving our response.

2. We will write to you within 14 days of receiving your request for a review, confirming our final position
on your complaint and explaining our reasons.

3.  If you are still not satisfied, you can then contact the organisation representing the individual expert’s
profession or other appropriate regulator. We can provide you with contact details for the various
organisations should you require this.
If for whatever reason our timescales as detailed change, we will always let you know and explain why.
Please contact us in writing with the details:

Email to:    enquiries@psychologydirect.co.uk
Post to: PSYCHOLOGY Direct

PO Box 497, Leatherhead, Surrey, KT22 2PD
Tel: 01306 879975

This policy will be reviewed annually along with all Psychology Direct company policies.