Complaints Policy
ADHD Horizon
Effective date: 18 June 2026
Last reviewed: 18 June 2026
1. About this Complaints Policy
ADHD Horizon is committed to handling concerns and complaints fairly, respectfully, and transparently.
ADHD Horizon is operated by Psych Pro Solutions Ltd, a UK-registered provider of online psychological services.
This policy explains how you can raise a concern or complaint, how we will respond, and what options are available if you remain dissatisfied.
2. Who this policy applies to
This policy applies to:
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clients receiving 1:1 Psychological Therapy
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clients participating in the ADHD Group Programme
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couples receiving Couples Therapy
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individuals who have completed screening or onboarding
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people who have interacted with ADHD Horizon in an administrative or pre-service capacity
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people who have contacted ADHD Horizon about public information or non-clinical enquiries
Complaints may relate to clinical care, professional conduct, communication, access to services, administration, billing, data protection, confidentiality, screening, onboarding, discharge, policies, or procedures.
All complaints are handled in accordance with UK law, UK GDPR, relevant professional standards, and ADHD Horizon’s clinical governance procedures.
3. Raising a concern or complaint
You can raise a concern or make a complaint by:
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emailing: contact@adhdhorizon.co.uk
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raising the issue directly with your clinician, where appropriate
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using any designated complaints or feedback route provided by ADHD Horizon
Email is the preferred method for formal complaints, as it allows for a clear written and auditable record.
When making a complaint, please include:
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your name
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your preferred contact details
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a brief description of the concern
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relevant dates or context
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the person or service involved, if relevant
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the outcome you are seeking, if applicable
You do not need to use legal language or formal wording.
4. Informal concerns
Some concerns can be resolved quickly through clarification, explanation, apology, correction, or agreed practical action.
Where appropriate, we will first try to resolve the concern informally.
We aim to acknowledge informal concerns within 5 working days.
If the concern cannot be resolved informally, or if you would prefer a formal review, you may make a formal complaint.
5. Formal complaints
Acknowledgement
Formal complaints are acknowledged in writing within 3 working days.
Investigation
Your complaint will be reviewed by the Clinical Director or, where appropriate, a delegated senior clinician or manager.
Where the complaint concerns the Clinical Director directly, or where additional independence is needed, external supervision, peer consultation, insurer advice, or independent professional advice may be sought.
The review may involve considering:
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relevant clinical or administrative records
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communications
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policies and procedures
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staff or clinician accounts
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any supporting evidence you provide
Response
We aim to provide a full written response within 20 working days.
If the complaint is complex and more time is needed, we will let you know and explain the reason for the delay.
The response will usually include:
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our understanding of the complaint
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findings from the review
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any action taken or planned
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any service improvement identified
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options available if you remain dissatisfied
6. Complaints involving clinical risk or safeguarding
If a complaint raises concerns about safety, clinical risk, safeguarding, coercion, domestic abuse, self-harm, suicidality, risk to others, or another urgent concern, this will be prioritised and reviewed in line with ADHD Horizon’s clinical governance, crisis, risk, and safeguarding procedures.
This may involve additional steps to ensure safety while the complaint is being reviewed.
ADHD Horizon is not a crisis or emergency service. If you or someone else is at immediate risk, please contact emergency services, NHS 111, your GP, your local crisis team, or another appropriate urgent support service.
7. Complaints involving Couples Therapy
Complaints relating to Couples Therapy are handled carefully because couples work involves both a shared couples therapy record and individual partner records.
Where a complaint relates to the joint couples work, it may be recorded in the Couples Therapy Case Record.
Where a complaint includes partner-specific, confidential, risk, safeguarding, or individual information, it may be recorded in the relevant partner’s individual record.
A complaint from one partner does not automatically mean that partner-specific or confidential information will be disclosed to the other partner.
Where a complaint raises concerns about relationship safety, coercion, intimidation, domestic abuse, safeguarding, or suitability for joint work, ADHD Horizon will consider whether couples therapy can safely continue.
8. Serious complaints
Some complaints require immediate review, regardless of service pathway.
This may include complaints involving:
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safeguarding concerns
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clinical risk mismanagement
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possible data breaches
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discrimination or harassment
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boundary concerns
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serious professional conduct concerns
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concerns involving more than one clinician or wider service issues
Serious complaints may also be recorded and reviewed through ADHD Horizon’s incident, safeguarding, risk, data protection, or governance procedures where appropriate.
9. Confidentiality and data protection
Complaint information is handled confidentially.
Information is shared only with people who need access in order to review, investigate, respond to, or learn from the complaint.
Complaint records are retained in accordance with ADHD Horizon’s data retention procedures.
You may request access to personal data held about you under UK GDPR, subject to applicable legal, confidentiality, safeguarding, third-party information, and clinical/professional exemptions.
For data protection concerns, you may also contact the Information Commissioner’s Office:
10. If you remain dissatisfied
If you are not satisfied with the outcome of your complaint, you may choose to escalate your concerns externally.
The appropriate route depends on the nature of the concern.
Possible routes include:
Professional regulator
For concerns about professional conduct or competence of an HCPC-registered practitioner:
Professional bodies
Where relevant, you may contact any professional body associated with the practitioner involved.
Data protection
For concerns about how your personal data has been handled:
Consumer or legal routes
For contractual or service-related concerns, you may seek advice from Citizens Advice, Trading Standards, or an appropriate legal adviser.
ADHD Horizon can help identify the most appropriate external route on request.
11. Protection from disadvantage
You will not be disadvantaged for raising a complaint. Raising a complaint will not affect your access to services, the quality of care provided, or your relationship with any clinician.
The only exception is where clinical risk, safeguarding, safety, professional boundaries, or service suitability means that alternative care arrangements are required.
12. Respectful communication
ADHD Horizon is committed to respectful, non-defensive communication. We also ask that communication remains respectful. Abusive, threatening, discriminatory, or repeatedly vexatious communication may result in reasonable communication boundaries being set.
Where repeated complaints are made without new evidence, ADHD Horizon may decide that the matter has already been reviewed and closed. A complaint may be reopened if new and material information becomes available.
13. Learning and service improvement
Complaints are reviewed as part of ADHD Horizon’s governance and quality improvement processes.
Learning from complaints may lead to:
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service improvements
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clearer communication
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policy or procedure updates
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additional staff training
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supervision or governance review
14. Review of this policy
This Complaints Policy is reviewed regularly to ensure it remains fair, accurate, and aligned with legal, professional, and governance requirements.
The most recent version will be available on the ADHD Horizon website.