Terms And Conditions

1. Introduction

1.1 These terms and conditions (together with the documents referred to in it) shall govern your use of our website, our client portal and our services. Use of our site includes accessing, browsing, or receiving consultations through our site.

1.2 By using our website and our client portal, you accept these terms and conditions in full; accordingly, if you disagree with these terms and conditions or any part of these terms and conditions, you must not request our services, use our website and our client portal.

1.3 If you register with our website and / or our client portal, submit any material to our website or use any of our website services, you agree to these terms and conditions.

1.4 You must be at least 18 years of age to use our website; by using our website and our client portal or agreeing to these terms and conditions, you warrant and represent to us that you are at least 18 years of age.

2. Copyright notice

2.1 Copyright (c) 2021 Resilient Wellbeing Ltd.

2.2 Subject to the express provisions of these terms and conditions:

(a) we, together with our licensors, own and control all the copyright and other intellectual property rights in our website and the material on our website; and

(b) all the copyright and other intellectual property rights in our website and the material on our website are reserved.

3. Permission to use website

3.1 You may:

(a) view pages from our website in a web browser;

(b) download pages from our website for caching in a web browser;

(d) use our website services by means of a web browser,

subject to the other provisions of these terms and conditions.

3.2 Except as expressly permitted by Section 3.1 or the other provisions of these terms and conditions, you must not download any material from our website or save any such material to your computer.

3.3 You may only use our website for your own personal purpose ; you must not use our website for any other purposes.

3.4 Except as expressly permitted by these terms and conditions, you must not edit or otherwise modify any material on our website.

3.5 Unless you own or control the relevant rights in the material, you must not:

(a) republish material from our website (including republication on another website);

(b) sell, rent or sub-license material from our website;

(d) exploit material from our website for a commercial purpose; or

(e) redistribute material from our website.

3.6 Notwithstanding Section 3.5, you may redistribute our newsletter in print and electronic form to any person.

3.7 We reserve the right to suspend or restrict access to our website, to areas of our website and/or to functionality upon our website. We may, for example, suspend access to the website during server maintenance or when we update the website. You must not circumvent or bypass, or attempt to circumvent or bypass, any access restriction measures on the website.

4. Misuse of website

4.1 You must not:

(a) use our website in any way or take any action that causes, or may cause, damage to the website or impairment of the performance, availability, accessibility, integrity or security of the website;

(b) use our website in any way that is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity;

(d) probe, scan or test the vulnerability of our website without our permission;

(e) circumvent any authentication or security systems or processes on or relating to our website;

(f) use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software;

(g) impose an unreasonably large load on our website resources (including bandwidth, storage capacity and processing capacity);

(h) decrypt or decipher any communications sent by or to our website without our permission;

(i) conduct any systematic or automated data collection activities (including without limitation scraping, data mining, data extraction and data harvesting) on or in relation to our website without our express written consent;

(j) access or otherwise interact with our website using any robot, spider or other automated means, except for the purpose of search engine indexing;

(k) use our website except by means of our public interfaces;

(l) violate the directives set out in the robots.txt file for our website;

(m) use data collected from our website for any direct marketing activity (including without limitation email marketing, SMS marketing, telemarketing and direct mailing); or

(n) do anything that interferes with the normal use of our website.

4.2 You must not use data collected from our website to contact individuals, companies or other persons or entities.

4.3 You must ensure that all the information you supply to us through our website, or in relation to our website, is true, accurate, current, complete and non-misleading.

5. Accessing our website

Access to our site is provided free of charge, but please note that online consultations conducted through third-party software such as Telehealth, Zoom, Microsoft Teams, or Skype are subject to charges.

We cannot guarantee that our site will always be available or uninterrupted, and access to the site is granted on a temporary basis. We may suspend, withdraw, discontinue, or modify all or part of our site without prior notice.

Except for pre-arranged online Therapy services, we will not be held liable if our site is unavailable for any reason or duration. In such cases, we will make reasonable efforts to arrange an alternative consultation. If a mutually agreeable consultation cannot be arranged, our liability will be limited to the amount paid in advance for the online consultation services.

You are responsible for making the necessary arrangements to access our site. It is also your responsibility to ensure that anyone accessing our site through your internet connection is aware of and complies with these terms of use and any other applicable terms and conditions.

6. Linking to our website

You are welcome to link to our site as long as you do so in a fair and lawful manner that does not harm our reputation or take advantage of it. You are prohibited from establishing a link that implies any approval, association, or endorsement from us if it doesn't exist. Our site should not be framed within another website, and links should only be directed to our home page.

We reserve the right to revoke linking permission without prior notice. If you would like to use any content from our site beyond what is stated above, please contact us initially to discuss the matter.

7. Changes to the website

The website may undergo periodic updates, and its content is subject to change at any time. It's important to acknowledge that certain content on the website might become outdated, and we are not obligated to update it.

We cannot guarantee that the website or any of its content will be entirely free from errors or omissions.

8. Registration and accounts

8.1 To be eligible for an account on our website / client portal under this Section 5, you must be a resident or situated in the United Kingdom.

8.2 You may register for an account with our website by completing and submitting the account registration form on our website/client portal and clicking on the verification link in the email or sms that the website/client portal will send to you or provide the code you will receive via email or sms.

8.3 You must not allow any other person to use your account to access the website/client portal.

8.4 You must notify us in writing immediately if you become aware of any unauthorised use of your account.

8.5 You must not use any other person's account to access the website/client portal.

9. User login details

9.1 If you register for an account with our website or our client portal, you will be asked to choose a user ID and password.

9.2 Your user ID must not be liable to mislead and you must not use your account or user ID for or in connection with the impersonation of any person.

9.3 You must keep your password confidential.

9.4 You must notify us in writing immediately if you become aware of any disclosure of your password.

9.5 You are responsible for any activity on our website and / or our client portal arising out of any failure to keep your password confidential and may be held liable for any losses arising out of such a failure.

10. Cancellation and suspension of account

10.1 We may:

(a) suspend your account;

(b) cancel your account; and/or

at any time in our sole discretion with or without notice to you.

10.2 We will usually cancel an account if it remains unused for a continuous period of 18 months.

10.3 You may cancel your account on our website or client portal using your account control panel on the website. If not possible, you can send us an email and we will provide to cancel your account. Please note that we may not be able to satisfy your request to cancel your account for legal or accounting reasons that we will make clear to you, if applicable when you make a request.

11. Limited warranties

11.1 We do not warrant or represent:

(a) the completeness or accuracy of the information published on our website;

(b) that the material on the website is up to date;

(d) that the website or any service on the website will remain available.

11.2 We reserve the right to discontinue or alter any or all of our website services, and to stop publishing our website, at any time in our sole discretion without notice or explanation; and save to the extent expressly provided otherwise in these terms and conditions, you will not be entitled to any compensation or other payment upon the discontinuance or alteration of any website services, or if we stop publishing the website.

11.3 To the maximum extent permitted by applicable law and subject to Section 9.1, we exclude all representations and warranties relating to the subject matter of these terms and conditions, our website and the use of our website.

12. Limitations and exclusions of liability

12.1 The psychologists, affiliated with Resilient Wellbeing Clinic may be either employed or self-employed. All clinicians operate in accordance with the ethical codes and professional standards of their governing bodies. Each psychologist is a member of the Health and Care Professions Council (HCPC) and adheres to its Ethical Framework.

For self-employed therapists, Resilient Wellbeing Clinic provides administrative support, clinic facilities, and referral pathways only. The self-employed therapist is the sole provider of therapeutic services, and the therapeutic contract is entered into directly between the client (or their legal guardian) and the therapist. Each self-employed therapist operates as an independent professional, holds their own terms and conditions, privacy policy, and professional indemnity arrangements, and is solely responsible for the services they deliver.

Resilient Wellbeing Clinic is not the provider of the service and is not a party to the therapeutic relationship in these instances and does not accept any responsibility or liability for the clinical work, decisions, or outcomes associated with therapy provided by self-employed professionals. Resilient Wellbeing Clinic will not accept liability for any loss or damage resulting from contact or therapeutic work with the self-employed therapist. While we facilitate therapy sessions by providing therapy rooms, administrative and billing services, and appointment booking support, we do not have clinical oversight or control over the services delivered by self-employed therapists.

Any concerns or complaints relating to therapy carried out by a self-employed therapist must be addressed directly with the therapist in the first instance and, if necessary, reported to their relevant professional body. Where therapy is provided by an employed psychologist, the clinician is acting in the course of their professional role within Resilient Wellbeing Clinic. Any concerns about the service received in these circumstances can be submitted via our contact form or in writing to info@resilientwellbeingclinic.com. These will be reviewed internally, in line with our Complaints Policy and Procedure, applicable professional guidance, UK data protection law and any other relevant legal obligations. Where a complaint relates partly to Resilient Wellbeing Clinic and partly to a self-employed clinician, we will explain which aspects can be reviewed by the Clinic and which aspects should be raised directly with the clinician and/or their relevant professional body.

While we strive to ensure that our clinicians adhere to high professional standards, we do not guarantee therapeutic outcomes. Psychological therapy is a collaborative and individualised process that varies depending on many personal and contextual factors.

12.2 The limitations and exclusions of liability set out in this Section 9 and elsewhere in these terms and conditions:

(a) are subject to Section 9.1; and

(b) govern all liabilities arising under these terms and conditions or relating to the subject matter of these terms and conditions, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty, except to the extent expressly provided otherwise in these terms and conditions.

12.3 To the extent that our website and the information and services on our website are provided free of charge, we will not be liable for any loss or damage of any nature.

12.4 We will not be liable to you in respect of any losses arising out of any event or events beyond our reasonable control.

12.5 We will not be liable to you in respect of any business losses, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill.

12.6 We will not be liable to you in respect of any loss or corruption of any data, database or software.

12.7 We will not be liable to you in respect of any special, indirect or consequential loss or damage.

12.8 You accept that we have an interest in limiting the personal liability of our officers and employees and, having regard to that interest, you acknowledge that we are a limited liability entity; you agree that you will not bring any claim personally against our officers or employees in respect of any losses you suffer in connection with the website or these terms and conditions. This will not, of course, limit or exclude the liability of the limited liability entity itself for the acts and omissions of our officers and employees.

13. Viruses

The security and bug-free operation of the Site cannot be guaranteed by us. It is your responsibility to configure your information technology, computer programs, and platform for accessing the Site. It is advisable to use your own virus protection software.

You are strictly prohibited from misusing the Site by knowingly introducing malicious or technologically harmful material such as viruses, Trojans, worms, logic bombs, or engaging in unauthorised access attempts to the Site, its server, or any connected server, computer, or database. Initiating a denial-of-service attack or a distributed denial-of-service attack on the Site is also prohibited. Such actions would be considered a criminal offense under the Computer Misuse Act 1990. If such a breach occurs, we will promptly report it to the appropriate law enforcement authorities and cooperate by disclosing your identity to them. Any violation of this provision will result in an immediate termination of your right to use the Site.

14. Providing the services

14.1 Each session will need to be paid in advance.

(a) We reserve the right to suspend our services to you if you do not pay within 4 days from any reminder. We will communicate this to you. We will resume the services you requested once you have paid the outstanding amount due.

b) We reserve the right to suspend our services to you if we don't hear from you regarding the confirmation of an appointment within 48h from our reminder/communication. We will communicate this to you. We will resume the services you requested once you confirm in writing the date you would like your next appointment, depending on availability.

14.2 Cancellation policy:

(a) 48-Hour Cancellation Policy: If you cancel your appointment with less than 48 hours’ notice, you will need to pay the full session fee. This also applies if you do not attend the session. It is important to note that health insurance providers do not pay late cancellations or missed appointment fees. These will be invoiced to you directly at our standard self-funding fees and must be paid on receipt, even if your treatment is usually funded by your insurance provider.

(b) Assessment Sessions: The 48-hour cancellation policy does not apply to assessment sessions. Assessment sessions are non-refundable.

(c) Service Suspension: We reserve the right to suspend our services to you if you do not attend sessions for two consecutive weeks (whether postponing the session with or without 48 hours’ notice), unless otherwise agreed with your therapist.

(d) Slot Reservation: We cannot reserve a slot for you if your next appointment is not booked in the diary and if you cannot attend the therapy for two consecutive weeks.

(e) Limit on Postponements: Clients are allowed to postpone a session to the following week one time within a 30-day period without incurring additional charges, provided that the postponement is communicated at least 48 hours in advance.

(f) Holding Fee for Additional Postponements: If a client wishes to postpone more than once within a 30-day period, a non-refundable holding fee equivalent to the session cost, is required to retain their appointment slot. This fee compensates for the reserved time that could not be offered to another client. If this fee is not paid, the slot will be released and made available to other clients.

(g) Block of Sessions:

Non-Refundable Payments: Payments made for a block of sessions are non-refundable, as this allows us to reserve your appointments and ensure continuity in your therapeutic journey.
Postponements: Clients (corporate and individual) are allowed to postpone one session to the following week within a 30-day period without incurring additional charges, provided that the postponement is communicated at least 48 hours in advance. Any additional postponements or failure to attend a scheduled session will result in the forfeiture of that session from the pre-paid block, unless a non-refundable holding fee is paid to retain the appointment slot.
Unforeseen Circumstances: If unforeseen circumstances affect your ability to attend sessions, please contact us as soon as possible. Rescheduling options may be discussed, subject to availability.

(h) Dispute Resolution: If you believe any charges have been unfairly applied, please contact our clinic staff to discuss and resolve the issue.

14.3 Outstanding Account

If your account remains unpaid, Resilient Wellbeing Clinic will determine the most appropriate course of action to recover the outstanding amount. This may involve:

Engaging a Debt Collector: A debt collector may be instructed to retrieve the owed money. This will result in a surcharge of 15% of the debt plus VAT, as well as additional costs based on the amount owed and the actions taken. By agreeing to these terms, you accept your legal obligation to cover the debt recovery costs, fees, and any expenses incurred throughout the process, which can be enforced against you in court.

Pursuing a Small Court Claim: Resilient Wellbeing Clinic may initiate legal proceedings through a small court claim to recover the outstanding amount. In this case, you will also be liable for court filing fees, legal costs, and any awarded interest or compensation as permitted under the Late Payment of Commercial Debts (Interest) Act 1998.

By agreeing to these terms, you accept responsibility for the debt, any associated recovery costs, and interest at the applicable rate.

Important Notice: If you are using your health insurance provider to fund the treatment, you are responsible for ensuring your policy covers the treatment. If your health insurance provider refuses to pay for part or all of the sessions, you are responsible for settling these payments directly with Resilient Wellbeing Clinic at our standard self-funding fees.

15. Breaches of these terms and conditions

15.1 Without prejudice to our other rights under these terms and conditions, if you breach these terms and conditions in any way, or if we reasonably suspect that you have breached these terms and conditions in any way, we may:

(a) send you one or more formal warnings;

(b) temporarily suspend your access to our website;

(d) block computers using your IP address from accessing our website;

(e) contact any or all of your internet service providers and request that they block your access to our website;

(f) commence legal action against you, whether for breach of contract or otherwise; and/or

(g) suspend or delete your account on our website.

15.2 Where we suspend or prohibit or block your access to our website or a part of our website, you must not take any action to circumvent such suspension or prohibition or blocking (including without limitation creating and/or using a different account).

16. Variation

16.1 We may revise these terms and conditions from time to time.

16.2 The revised terms and conditions shall apply to the use of our website from the date of publication of the revised terms and conditions on the website, and you hereby waive any right you may otherwise have to be notified of, or to consent to, revisions of these terms and conditions.

17. Assignment

17.1 You hereby agree that we may assign, transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms and conditions.

17.2 You may not without our prior written consent assign, transfer, sub-contract or otherwise deal with any of your rights and/or obligations under these terms and conditions.

18. Severability

18.1 If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect.

18.2 If any unlawful and/or unenforceable provision of these terms and conditions would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.

19. Third-party rights

19.1 A contract under these terms and conditions is for our benefit and your benefit, and is not intended to benefit or be enforceable by any third party.

19.2 The exercise of the parties' rights under a contract under these terms and conditions is not subject to the consent of any third party.

20. Entire agreement

20.1 Subject to Section 9.1, these terms and conditions, together with our privacy and cookies policy, shall constitute the entire agreement between you and us in relation to your use of our website and our services and shall supersede all previous agreements between you and us in relation to your use of our website.

21. Law and jurisdiction

21.1 These terms and conditions shall be governed by and construed in accordance with English law.

21.2 Any disputes relating to these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England.

22. Statutory and regulatory disclosures

22.1 We are registered in Unit 2, Bedford Mews, East Finchley, London, N2 9DF; you can find the online version of the register at https://find-and-update.company-information.service.gov.uk/company/12872501, and our registration number is 12872501.

22.2 Our self-employed and employed psychologists are registered as Psychologists with HCPC in the United Kingdom and are subject to professional and ethical guidelines, which can be found at https://www.hcpc-uk.org/standards/standards-of-conduct-performance-and-ethics/.

Our self-employed therapists are registered as therapists with BACP in the United Kingdom and are subject to professional and ethical guidelines, which can be found at: https://www.bacp.co.uk/events-and-resources/ethics-and-standards/ethical-framework-for-the-counselling-professions/

22.3 Our self-employed and employed associates subscribe to code of conduct of their professional body, which can be consulted electronically at https://www.hcpc-uk.org/standards/standards-of-conduct-performance-and-ethics/; https://www.bps.org.uk/guideline/code-ethics-and-conduct ; https://www.bacp.co.uk/events-and-resources/ethics-and-standards/ethical-framework-for-the-counselling-professions/

23. Our details

23.1 This website is owned and operated by Resilient Wellbeing Ltd.

23.2 We are registered in England and Wales under registration number 12872501, and our registered office is at Unit 2, Bedford Mews, East Finchley, London, N2 9DF.

23.3 Our principal place of business is at The Old Town Hall, 4 Queen’s Road, Wimbledon, London SW19 8YB.

23.4 You can contact us:

(a) by post, to the postal address given above;

(b) using our website contact form;

(d) by email, using the email address published on our website.

24. Medical information disclaimer

24.1 No advice

24.2 Our website contains general medical information.

24.3 The medical information is not advice and should not be treated as such.

25. No warranties

25.1 The medical information on our website is provided without any representations or warranties, express or implied.

25.2 Without limiting the scope of Section 2.1, we do not warrant or represent that the medical information on this website:

(a) will be constantly available, or available at all; or

(b) is true, accurate, complete, current or non-misleading.

26. Medical assistance

26.1 You must not rely on the information on our website as an alternative to medical advice from your doctor or other professional healthcare provider.

26.2 If you have any specific questions about any medical matter, you should consult your doctor or other professional healthcare provider.

26.3 If you think you may be suffering from any medical condition, you should seek immediate medical attention.

26.4 You should never delay seeking medical advice, disregard medical advice or discontinue medical treatment because of information on our website.

Complaints Policy and Procedure

Complaints Policy and Procedure

Last updated: 20.04.2026
Applies to: Resilient Wellbeing Ltd trading as Resilient Wellbeing Clinic
Contact: info@resilientwellbeingclinic.com

Purpose of this policy

At Resilient Wellbeing Clinic, we aim to provide a high standard of psychological therapy, counselling, clinical care and client support. We recognise, however, that there may be times when a client, parent, guardian, referrer or other relevant person may wish to raise a concern or make a complaint about the service they have received.

This Complaints Policy explains how complaints are handled when they relate to an employee of Resilient Wellbeing Clinic, including an employed psychologist, administrator or other member of staff. Complaints will be reviewed internally, in line with our procedures, our Terms and Conditions, applicable professional guidance, UK data protection law and relevant legal obligations.

We take complaints seriously and aim to respond in a fair, respectful, confidential and timely way.

2. What this policy covers

This policy covers complaints about:

The conduct, communication or behaviour of an employee of Resilient Wellbeing Clinic

The standard of administrative support received from the Clinic

Concerns about the way an appointment, enquiry, payment or client communication has been handled

Concerns about therapy or clinical services provided by an employed psychologist of Resilient Wellbeing Clinic

Concerns about confidentiality, record keeping or the handling of personal data by the Clinic

Concerns about whether a service has been delivered with reasonable care and skill

This policy does not prevent clients from raising concerns informally first, where appropriate. Sometimes a concern can be resolved quickly by speaking with the relevant person or by contacting the Clinic.

3. Complaints about self-employed clinicians

Some clinicians working with or through Resilient Wellbeing Clinic may be self-employed practitioners. In these circumstances, the clinician remains professionally responsible for their own clinical work, therapeutic decisions, professional conduct and professional indemnity arrangements.

Where a complaint relates to therapy or clinical work provided by a self-employed clinician, the complaint should usually be raised directly with that clinician in the first instance. If appropriate, the client may also contact the clinician’s relevant professional body, such as the HCPC, BACP, UKCP, BPS or another applicable professional organisation.

Resilient Wellbeing Clinic may still assist with administrative concerns, such as appointment booking, invoicing or communication handled by the Clinic. Where we receive a complaint that relates partly to the Clinic and partly to a self-employed clinician, we will explain which aspects we can investigate internally and which aspects should be directed to the clinician or their professional body.

4. Who can make a complaint

A complaint may be made by:

A current or former client

A parent or legal guardian of a child or young person receiving services

A person with appropriate legal authority to act on behalf of a client

A referrer, insurer or other professional involved in the client’s care, where appropriate

Another person directly affected by the issue being raised

Where a complaint is made on behalf of another person, we may need to confirm that the person making the complaint has appropriate authority or consent before we can share information or respond in detail.

5. How to make a complaint

Complaints should be made in writing where possible, so that we can clearly understand the concern and respond accurately.

Please send complaints to:

Email: info@resilientwellbeingclinic.com
Post: Resilient Wellbeing Clinic, The Old Town Hall, 4 Queen’s Road, Wimbledon, London SW19 8YB

Please include:

Your full name

The client’s name, if different

Your contact details

The name of the employee or clinician involved, if known

A clear description of the concern or complaint

Relevant dates, appointments, emails or documents

What outcome you are seeking, where possible

If you find it difficult to put your complaint in writing, please contact us and we will try to make reasonable adjustments where appropriate.

6. Time limit for making a complaint

We encourage complaints to be raised as soon as possible after the issue occurs, ideally within three months of the event or of becoming aware of the concern. This helps us investigate the matter effectively.

We may still consider complaints raised after this period where there is a good reason for the delay and where it remains possible to investigate the matter fairly.

7. Immediate safety or safeguarding concerns

If a complaint raises an immediate risk of harm, safeguarding concern, serious professional concern or risk to a client, child, vulnerable adult, employee or member of the public, we may need to take urgent action. This may include:

Contacting emergency services

Contacting a GP, safeguarding team or relevant healthcare professional

Seeking legal, clinical, safeguarding or professional advice

Referring the matter to a professional regulator or other authority where required

Temporarily changing clinical or administrative arrangements while the concern is reviewed

Where possible, we will discuss this with the client first. However, there may be circumstances where we are legally or professionally required to share relevant information without prior consent, for example where there is a serious risk of harm or a safeguarding obligation.

8. How we handle complaints

Stage 1: Acknowledgement

We will acknowledge receipt of your complaint, normally within 5 working days.

The acknowledgement will confirm:

That we have received your complaint

Who will be responsible for reviewing it

Whether we need any further information from you

The expected timescale for our response

Where the complaint relates to an employed psychologist or another employee, we will arrange for it to be reviewed by an appropriate senior person within the Clinic. Where possible, the complaint will not be reviewed solely by the person complained about.

Stage 2: Initial review

We will review the information provided and decide how best to investigate the complaint. This may include:

Reviewing relevant correspondence, appointment records, invoices or clinical records

Speaking with the employee involved

Speaking with other relevant staff members

Considering applicable professional standards and internal procedures

Considering whether any data protection, safeguarding or professional reporting issues arise

Seeking legal, clinical, insurance or professional advice where appropriate

We will only access and use personal data that is relevant and necessary for handling the complaint.

Stage 3: Investigation

We will investigate the complaint fairly and proportionately. The employee complained about will normally be informed of the complaint and given an opportunity to respond, unless there is a specific reason not to do so, such as safeguarding, legal advice or the need to protect the integrity of the investigation.

We will aim to complete the investigation and provide a written response within 20 working days of acknowledging the complaint.

If the matter is complex, involves clinical records, requires advice from an external professional, or depends on information from third parties, we may need longer. If this happens, we will explain the reason for the delay and provide an updated timescale.

Stage 4: Outcome

Once the complaint has been reviewed, we will provide a written response. Depending on the circumstances, this may include:

A summary of the complaint

What information was considered

Whether the complaint was upheld, partially upheld or not upheld

An explanation of our findings, where appropriate

Any action we propose to take

Any learning or changes to our procedures

An apology, where appropriate

Information about next steps if you remain dissatisfied

Possible outcomes may include:

Clarification or explanation

An apology

Correction of an administrative error

A review of internal procedures

Additional staff training

Changes to communication or booking processes

Referral to a professional body, safeguarding authority or other organisation, where appropriate

No further action, if the complaint is not upheld

For confidentiality and employment law reasons, we may not be able to share details of any internal staff disciplinary process or action taken in relation to an employee.

9. If you are unhappy with the outcome

If you remain dissatisfied after receiving our response, you may ask for the matter to be reviewed. A request for review should be made in writing within 10 working days of receiving our response and should explain why you remain dissatisfied.

Where appropriate, a senior person who was not directly involved in the original review will consider whether:

The complaint process was followed properly

Relevant information was considered

The outcome was reasonable based on the available evidence

Any further action is needed

We will usually aim to respond to a review request within 20 working days.

Once the review is complete, this will usually be the end of Resilient Wellbeing Clinic’s internal complaints process.

10. External escalation

Depending on the nature of the complaint, you may have the option to contact an external organisation.

Professional concerns

If your concern relates to the professional conduct, fitness to practise or ethical behaviour of a psychologist, you may contact the relevant professional body. For practitioner psychologists registered with the Health and Care Professions Council, concerns may be raised with the HCPC. If the professional is a member of BACP, UKCP, BPS or another professional body, that organisation may also have its own complaints process.

Data protection concerns

If your complaint relates to how we have handled your personal data, you can contact us first at info@resilientwellbeingclinic.com. If you are dissatisfied with our response, you may contact the Information Commissioner’s Office, which is the UK supervisory authority for data protection matters.

Legal rights

This policy does not affect any legal rights you may have under UK law, including consumer protection law, data protection law or any other applicable legislation.

11. Confidentiality and data protection

Complaints will be handled confidentially and sensitively. Information will only be shared with those who need to know in order to investigate, respond to or resolve the complaint, or where disclosure is required by law, safeguarding duties, professional obligations, insurers or legal advisers.

When handling complaints, we may process personal data, including special category health data where relevant. This may include information from clinical records, appointment records, emails, payment records, internal notes and correspondence connected to the complaint.

We process complaint-related information where necessary for:

Responding to and managing the complaint

Providing or reviewing health care or treatment

Meeting legal, contractual, regulatory or professional obligations

Protecting clients, staff or others from harm

Establishing, exercising or defending legal claims

Improving the quality and safety of our services

Complaint records will be stored securely and retained only for as long as necessary, in line with our Privacy Policy, legal obligations, professional guidance and legitimate business needs.

12. Access to records and data rights

Clients have rights under UK data protection law, including the right to request access to personal data held about them, subject to certain exemptions. If a complaint involves a request for clinical records or personal data, we may treat this as a data rights request and respond in line with our Privacy Policy and applicable data protection law.

In some circumstances, we may be unable to disclose certain information, for example where disclosure would adversely affect another person’s rights, reveal confidential third-party information, compromise safeguarding, or interfere with legal or professional obligations.

13. Fairness to employees

We are committed to treating complainants fairly and respectfully. We are also committed to treating employees fairly. This means:

Employees will normally be told about complaints made against them

Employees will normally have an opportunity to respond

Complaints will be assessed based on available evidence

We will avoid assumptions or prejudgement

We will take appropriate action where concerns are upheld

We will not tolerate abusive, threatening or discriminatory behaviour towards staff

If communication from a complainant becomes abusive, threatening, discriminatory or unreasonable, we may set appropriate boundaries for future communication while still seeking to address the complaint fairly.

14. Learning from complaints

Complaints can help us identify areas for improvement. Where appropriate, we may use complaint outcomes to improve:

Client communication

Administrative procedures

Clinical governance processes

Staff training

Website information

Terms and conditions

Privacy and data protection practices

Safeguarding or risk management procedures

Any learning will be handled in a way that protects client confidentiality and complies with data protection law.

15. Policy review

This policy may be updated from time to time to reflect changes in the law, professional guidance, our internal procedures or the services we provide.

Terms And Conditions

Complaints Policy and Procedure

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