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Complaints Policy

ADHD Horizon

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Effective date: 10 January 2026
Last reviewed: 10 January 2026

 

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Who This Policy Applies To

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This policy applies to:

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  • Clients receiving clinical services (e.g. 1:1 therapy or structured group programmes)

  • Participants attending non-clinical live psychoeducation workshops

  • Individuals who have interacted with ADHD Horizon in an administrative or pre-service capacity

 

ADHD Horizon is operated by Psych Pro Solutions Ltd, a UK-registered provider. All complaints are handled in accordance with UK law, UK-GDPR, and relevant professional standards (including HCPC Standards).

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Raising a Concern or Complaint

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You can raise a concern or make a complaint by:

 

Email is the preferred method for formal complaints, as it allows for a clear and auditable record.

 

When making a complaint, please include:

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  • Your name and contact details

  • A brief description of the concern

  • Relevant dates or context

  • What outcome you are seeking (if applicable)

 

You do not need to use legal language or formal wording.

 

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How Complaints Are Handled

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1. Informal Resolution (where appropriate)

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Some concerns can be resolved quickly through clarification or discussion.

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We aim to acknowledge informal concerns within 5 working days. Where possible, we will try to resolve issues promptly and proportionately. 

 

If the matter cannot be resolved informally, you may request a formal review.

 

2. Formal Complaint

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Acknowledgement


Formal complaints are acknowledged in writing within 3 working days.

 

Investigation


Your complaint will be reviewed by the Clinical Director or a delegated senior clinician not directly involved in the matter. The investigation may involve reviewing relevant records, communications, and policies.

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Response


We aim to provide a full written response within 20 working days. If more time is needed due to complexity, you will be informed.

The response will outline:

  • Our understanding of the complaint

  • Findings from the review

  • Any actions taken or planned

  • Options available if you remain dissatisfied

 

 

Complaints Involving Risk or Safeguarding

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If a complaint raises concerns about safety, risk, or safeguarding, this will be prioritised and managed in line with clinical governance and safeguarding obligations. This may involve additional steps to ensure safety while the complaint is reviewed.

 

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If You Remain Dissatisfied

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If you are not satisfied with the outcome, you may choose to escalate your concerns externally.

 

Depending on the nature of the complaint, appropriate routes may include:

  • HCPC (for concerns about professional conduct or competence):
    https://www.hcpc-uk.org

  • Other professional bodies relevant to the practitioner involved

  • Consumer advice or legal routes for contractual or service-related matters

 

We can guide you to the most appropriate option on request.

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Confidentiality and Data Protection

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All complaints are handled confidentially. Information is shared only with those involved in reviewing the complaint and is processed in line with UK-GDPR. Complaint records are retained in accordance with our data retention policy.

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Respectful Communication

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We are committed to respectful, non-defensive communication. Likewise, we expect correspondence to remain respectful. Abusive or threatening behaviour may result in communication boundaries being set, in line with our duty of care to staff.

 

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Review of This Policy

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This Complaints Policy is reviewed regularly to ensure it remains accurate, fair, and compliant with legal and professional standards.

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