Complaints

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 Mindsake is committed to making it clear and straightforward for you to raise a concern or make a complaint. Because clinical care is provided by independent practitioners, the appropriate person to contact will depend on whether your concern relates to your clinical care or to the services provided by Mindsake. 

If your concern relates to your assessment, diagnosis, treatment or other aspect of your clinical care, please raise this with your clinician in the first instance.

Each practitioner on Mindsake is an independent professional and is responsible for their own clinical practice. Each clinician has their own complaints procedure and is professionally accountable — to the General Medical Council (GMC) for psychiatrists, or the Health and Care Professions Council (HCPC) for psychologists. 

We recognise that you may not always feel comfortable raising a concern directly with your clinician. If this is the case, you can contact Mindsake and we can provide information about the appropriate route for raising your concern.

If your concern relates to a service provided by Mindsake rather than your clinical care, please contact us directly at complaints@mindsake.co.uk

This might include concerns about:

• Booking or appointment administration 
• Payments or billing 
• Use of the Mindsake website or platform 
• Secure messaging or other platform functionality 
• How our administrative services have been provided 

We will acknowledge your complaint and explain what will happen next.