Feedback & Complaints Policy

Updated: July 2026
Reviewed By: Dylan Pomietlo
Approved By: Clinical Director

Purpose

Teenage Mental Health Ltd (TMH) is committed to providing safe, professional, compassionate, and high-quality therapeutic services. We recognise that, despite our best efforts, there may be occasions where individuals wish to provide feedback, raise concerns, or make a formal complaint.

We welcome all feedback, whether positive or constructive. Feedback helps us recognise what we are doing well, identify opportunities for improvement, and continue developing our services for the benefit of our patients, families, professionals, visitors, and the wider community.

This policy explains how feedback, concerns, and complaints can be raised, and how they will be managed by Teenage Mental Health Ltd.

Feedback

General feedback, compliments, suggestions, or comments about our services are always welcome and can be sent to:

Dylan Pomietlo
Director: Client Services & HR
Dylan@teenagementalhealth.co.uk

We genuinely appreciate everyone who takes the time to share their experiences with us.

Raising a Concern

If you have a concern regarding any aspect of the service you have received, we encourage you, wherever you feel comfortable to do so, to raise this with your therapist or the relevant member of staff in the first instance.

Many concerns can often be resolved quickly through open discussion without the need for a formal complaints process.

If you do not feel comfortable raising the matter directly, or if your concern remains unresolved, you are welcome to make a formal complaint.

Making a Formal Complaint

Formal complaints should be sent to:

Dylan Pomietlo
Director: Client Services & HR
Dylan@teenagementalhealth.co.uk

If you do not feel it is appropriate to contact Dylan Pomietlo directly, you may instead email:

hello@teenagementalhealth.co.uk

Alternatively, you may contact Reception on:

☎ 01473 411324

Our Reception Team will ensure that your complaint is passed to the most appropriate person to consider the matter.

What Happens Next?

We aim to:

• Acknowledge receipt of all formal complaints within three working days.

• Consider all complaints fairly, respectfully, and impartially.

• Investigate the matters raised where appropriate.

• Gather any relevant information necessary to understand the concerns raised.

• Provide a full written response wherever reasonably possible within 10 working days.

Where this is not reasonably possible due to the complexity of the complaint, staff availability, annual leave, or the need to obtain further information, we will keep you informed of progress and provide an updated timescale.

Where appropriate, we will explain any actions taken or learning identified as a result of the complaint.

Confidentiality

Complaints will be handled sensitively and confidentially wherever reasonably possible.

Information relating to a complaint will only be shared with those who have a legitimate need to know in order to investigate and respond appropriately, or where disclosure is required by law, professional obligations, or safeguarding responsibilities.

Professional Bodies

All TMH therapists belong to recognised professional organisations, primarily the British Association for Counselling and Psychotherapy (BACP) or the UK Council for Psychotherapy (UKCP).

If you would like to know which professional body your therapist belongs to, please ask your therapist directly or contact:

Dylan@teenagementalhealth.co.uk

If, following the completion of TMH's complaints process, you remain dissatisfied, or where appropriate, you may choose to raise your concerns directly with the relevant professional body.

Teenage Mental Health Ltd is also an Organisational Member of the British Association for Counselling and Psychotherapy (BACP).

Further information can be found at:

British Association for Counselling and Psychotherapy (BACP)
https://www.bacp.co.uk

UK Council for Psychotherapy (UKCP)
https://www.psychotherapy.org.uk

Our Commitment to Learning

Teenage Mental Health Ltd is committed to learning from all feedback and complaints.

We recognise that raising concerns can sometimes feel difficult. We therefore aim to ensure that everyone who contacts us is treated with courtesy, respect, fairness, and professionalism throughout the complaints process.

Where appropriate, feedback and complaints help us review our practice, improve our services, and strengthen the quality of care we provide.

Respectful Communication

Teenage Mental Health Ltd recognises that individuals raising concerns or complaints may be experiencing frustration, distress, or disappointment. We are committed to treating everyone with courtesy, respect, fairness, and professionalism throughout the complaints process, and we ask that the same courtesy be shown to our staff.

Abusive, threatening, intimidating, discriminatory, or persistently unreasonable behaviour towards employees, therapists, volunteers, or representatives of Teenage Mental Health Ltd will not be tolerated. Where such behaviour occurs, TMH reserves the right to manage communication in a manner that protects the wellbeing and safety of its staff. This may include requesting that communication is conducted in writing, limiting communication to a nominated member of staff, or, in exceptional circumstances, bringing correspondence to a close where it is reasonable and proportionate to do so.

These measures will not affect an individual's right to have a genuine complaint considered fairly, impartially, and in accordance with this policy.