Complaints procedure

Last updated: September 2026

We want every part of your experience with us to be respectful and clear. If something hasn't gone right, we want to know, and raising a concern will never affect your assessment or how you're treated.

1. Talk to us

Many concerns can be sorted out quickly. Tell your assessor, or contact us by email, phone or WhatsApp in whatever way is easiest for you. Written, spoken or messaged complaints are all fine, and someone can raise a complaint on your behalf with your permission.

2. Make a formal complaint

Email stephen@kentautismandadhd.co.uk with the subject "Complaint", including what happened, when, and what you'd like to happen now. We will:

• acknowledge your complaint within 3 working days
• look into it fairly, involving someone not directly connected to your care where possible
• send you a full written response within 20 working days, or explain why we need longer and keep you updated
• apologise and put things right where we got something wrong, and tell you what we'll change

Tell us about any adjustments you need during the process, such as written-only communication or extra time.

3. If you're still not satisfied

• Concerns about a registered psychologist's practice or conduct: you can contact the Health and Care Professions Council (HCPC) at hcpc-uk.org/concerns.
• Concerns about how we've handled your personal information: you can contact the Information Commissioner's Office at ico.org.uk.
• You may also wish to get independent advice, for example from Citizens Advice.