Complaints Procedure

Mindful UK is committed to maintaining high standards on our platform. This procedure sets out how complaints relating to the Mindful UK platform and therapists listed on it should be handled.

Please read this procedure carefully, as complaints about different matters are handled in different ways.

1. What This Procedure Covers

This complaints procedure covers:

• Concerns about the operation, content, or security of the Mindful UK website or platform.
• Concerns about inaccurate therapist profile information on the platform.
• Concerns that a therapist listed on the platform poses a risk to users.

2. What This Procedure Does Not Cover

Mindful UK cannot investigate or mediate complaints about:

• The quality of therapy or counselling sessions provided by a therapist.
• Clinical decisions, treatment plans, or therapeutic advice.
• Appointment cancellations or scheduling disputes.
• Financial disputes between clients and therapists.
• Therapist professional conduct in a clinical setting.

For complaints of this nature, please refer to the relevant section below on raising concerns with professional bodies.

3. Raising a Complaint About the Platform

If you have a complaint about the Mindful UK platform itself, please:

• Contact us by email at complaints@mindful-uk.com
• Include your name, contact details, and a clear description of your concern.
• Include any relevant dates, screenshots, or supporting information.

We aim to acknowledge platform complaints within 5 working days.

4. Raising a Concern About a Therapist on the Platform

If you believe a therapist listed on Mindful UK has provided inaccurate profile information or poses a risk to platform users, please contact us at safeguarding@mindful-uk.com.

Mindful UK reserves the right to remove any therapist from the platform where credible concerns are raised. However, we are not able to investigate clinical conduct — this must be directed to the relevant professional body.

5. Complaints About Therapist Professional Conduct

If you have a concern about a therapist's professional conduct, ethics, or clinical practice, you should contact the therapist's professional body or regulator directly. Common professional bodies include:

• BACP (British Association for Counselling and Psychotherapy): www.bacp.co.uk
• UKCP (UK Council for Psychotherapy): www.psychotherapy.org.uk
• BPS (British Psychological Society): www.bps.org.uk
• NMC (Nursing and Midwifery Council — for mental health nurses): www.nmc.org.uk
• GMC (General Medical Council — for psychiatrists): www.gmc-uk.org
• COSCA (Counselling and Psychotherapy in Scotland): www.cosca.org.uk

6. Data Protection Complaints

If your complaint relates to how Mindful UK has handled your personal data, please contact us at privacy@mindful-uk.com in the first instance.

If you remain unsatisfied, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.

7. Response Timescales

• Acknowledgement of platform complaints: within 5 working days.
• Full response to platform complaints: within 28 working days.
• Urgent safeguarding concerns: we aim to respond within 1 working day.

8. Contact

General complaints: complaints@mindful-uk.com
Safeguarding concerns: safeguarding@mindful-uk.com
Privacy / data complaints: privacy@mindful-uk.com