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Complaints Procedure

If something has not gone as it should, we want to know, so that we can put it right and learn from it.

Tavana Health Group wants every client to feel well cared for. If that has not been your experience, please tell us. Raising a concern will never affect the care you receive from us.

If something goes wrong in your care, we will be open and honest with you. We will apologise, explain what happened and what it means for you, and tell you what we are doing to put it right. An apology is always the right thing to do, and it does not depend on whose fault something was.

Any client, or someone acting on a client's behalf with their agreement, can raise a concern about any part of our service.

You can raise a concern in whatever way feels easiest:

It helps if you tell us what happened, when, and what you would like to happen now. Please raise your concern as soon as you can, ideally within 12 months, so that we can look into it properly.

  1. We acknowledge your complaint within 3 working days and let you know who is looking into it.
  2. We look into it carefully, which may include reviewing records and discussing the matter in clinical supervision, without identifying you.
  3. We respond in writing within 20 working days, explaining what we found, any apology, and what we will do. If we need longer, we will tell you why and keep you updated.
  4. We offer to talk it through with you, by phone or video, if you would find that helpful.

If you are not happy with our response, please tell us and we will review it again.

If you remain unhappy, you can raise your concern with the British Association for Behavioural and Cognitive Psychotherapies (BABCP), which accredits our therapist:

If your concern is about how we have handled your personal information, you can also contact the Information Commissioner's Office on 0303 123 1113.

You do not have to complete our procedure before contacting BABCP, although we hope you will give us the chance to put things right first.

Complaints are handled sensitively and in confidence. Records of your complaint are kept separately from your session notes, and only shared with those who need to be involved in resolving it, such as a clinical supervisor (without identifying you) or BABCP if you contact them.

We review every concern, reflect on it in clinical supervision, and make changes to improve our service.

Last updated: 3 October 2026. Next review: October 2027.