Complaints Policy

1. Our Commitment

IndigoMinds Ltd is committed to providing a high-quality, person-centred service. We take all complaints seriously and view them as an opportunity to improve.

If you are unhappy with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.

2. How to Make a Complaint

You can submit a complaint by:

• Emailing us at complaints@indigominds.co.uk
• Writing to our registered office address
• Calling us during office hours

Please include your name, contact details, a description of your concern, and any relevant dates or information.

3. How We Handle Complaints

Once a complaint is received, we will:

• Acknowledge receipt within 3 working days
• Investigate the complaint thoroughly and impartially
• Provide a full written response within 20 working days
• If we need more time, we will notify you and give a revised timeline

4. Escalation

If you remain dissatisfied, your concern may be reviewed by a senior member of the IndigoMinds leadership team, such as our Clinical Director or another appropriately independent senior colleague who has not been directly involved in the matter. A written response will be provided following this review.

If you continue to feel unhappy after our review, you may choose to seek independent advice or contact a relevant professional or regulatory body where appropriate.

For clinical complaints, this may include the Health and Care Professions Council (HCPC), the British Psychological Society (BPS), or the General Medical Council (GMC), depending on the clinician involved.

5. Confidentiality

All complaints will be handled confidentially. Information will only be shared with those directly involved in investigating and resolving the matter.

6. Learning from Complaints

We review all complaints regularly as part of our commitment to continuous improvement. Feedback helps us identify patterns and make meaningful changes to the quality of our services.