COMPLAINTS PROCEDURE

The Therapy Yard Ltd
Effective Date: 19 June 2026
Review Cycle: Annual

1. Purpose of This Procedure

At The Therapy Yard, we aim to provide a professional, respectful and supportive experience for everyone who uses our services. We recognise that concerns or complaints may arise and are committed to handling them fairly, transparently and promptly.

This Complaints Procedure explains how concerns can be raised and how they will be managed.

The Therapy Yard operates as a booking, referral and administrative platform connecting clients with independent psychosexual, relationship and therapeutic practitioners.

As a result:

  • The Therapy Yard manages enquiries, bookings, administration and billing.
  • Associate therapists are independent practitioners who are responsible for their own clinical work, records, professional standards and decision-making.
  • Clinical responsibility remains with the therapist providing the therapy.

We understand that making a complaint can feel difficult and we aim to ensure concerns are handled respectfully and appropriately.

2. Types of Complaint

Complaints generally fall into one of the following categories:

Administrative Complaints

Concerns relating to:

  • Bookings
  • Communication
  • Invoicing
  • Payments
  • Website functionality
  • Administrative processes

These complaints are managed by The Therapy Yard.

Clinical Complaints

Concerns relating to:

  • Therapy provided
  • Professional conduct
  • Clinical decisions
  • Boundaries within therapy
  • Clinical record keeping

These complaints are the responsibility of the independent therapist concerned.

Data Protection Complaints

Concerns relating to:

  • How personal information has been collected
  • How personal information has been used
  • Data access requests
  • Data retention
  • Data security
  • Privacy rights

These complaints are managed by The Therapy Yard where they relate to data for which The Therapy Yard acts as Data Controller.

3. Raising a Complaint About Your Therapist

If your concern relates to therapy provided by your therapist, we encourage you, where appropriate and safe to do so, to raise the concern directly with them first.

Many therapists welcome feedback and concerns as part of the therapeutic process and may be able to resolve issues directly.

If you do not feel comfortable contacting the therapist directly, The Therapy Yard can:

  • forward your complaint to the therapist on your behalf;
  • request a response from the therapist; and
  • share that response with you.

As therapists operate independently, The Therapy Yard cannot investigate, adjudicate upon or overturn clinical decisions.

If a complaint remains unresolved, you may also raise the matter with the therapist’s professional body. Membership details can be provided upon request.

4. Complaints About Therapists in Training

Where a complaint relates to a therapist undertaking training or placement through The Therapy Yard:

  • The complaint may be referred to the Practice Manager and Clinical Director.
  • The Clinical Director may consult with the therapist, supervisor, training provider, insurers or other relevant parties.
  • Appropriate action will be taken in accordance with professional, training and safeguarding requirements.

5. Administrative Complaints

If your complaint relates to The Therapy Yard’s administrative services, please contact:

info@thetherapyyard.co.uk

We will:

  • acknowledge your complaint;
  • investigate the matter fairly and proportionately;
  • keep you informed where further investigation is required; and
  • provide a written outcome.

We aim to acknowledge complaints within 5 working days and provide a substantive response within 20 working days, although more complex matters may occasionally require additional time.

6. Data Protection Complaints

If your complaint relates to how The Therapy Yard has handled your personal information, please contact:

privacy@thetherapyyard.co.uk

Examples include:

  • concerns regarding personal data processing;
  • access requests;
  • rectification requests;
  • retention of information;
  • privacy rights;
  • security concerns; or
  • suspected misuse of personal information.

We will:

  • acknowledge your complaint without undue delay and no later than 30 days after receipt;
  • investigate the matter fairly and proportionately;
  • keep you informed where additional time is required;
  • provide a written outcome.

If you remain dissatisfied following our response, you have the right to complain to the Information Commissioner’s Office (ICO).

Further information can be found at:

https://ico.org.uk/make-a-complaint

7. What The Therapy Yard Can and Cannot Do

We Can:

  • acknowledge concerns and complaints;
  • provide guidance on the correct complaints route;
  • investigate complaints relating to our administration and services;
  • forward complaints to therapists where requested;
  • support clients in identifying appropriate escalation routes;
  • maintain complaint records;
  • signpost to regulators and professional bodies where appropriate.

We Cannot:

  • investigate clinical decisions made by independent therapists;
  • access or review therapists’ confidential clinical notes;
  • direct or influence a therapist’s clinical judgement;
  • provide clinical determinations;
  • override professional or ethical decisions made by independent practitioners;
  • issue refunds on behalf of independent therapists unless expressly authorised by them.

8. Escalation Routes

Depending on the nature of the complaint, concerns may be escalated to:

  • the therapist’s professional body;
  • the Information Commissioner’s Office (ICO);
  • safeguarding authorities;
  • insurers;
  • legal advisers;
  • law enforcement agencies; or
  • other appropriate regulatory bodies.

9. Safeguarding and Risk Concerns

If information received during a complaint raises concerns regarding the safety or wellbeing of any individual, The Therapy Yard may share relevant information with appropriate agencies, including:

  • safeguarding services;
  • healthcare professionals;
  • emergency services;
  • police;
  • insurers;
  • legal advisers; or
  • professional bodies.

Any disclosure will be limited to what is necessary and proportionate.

10. Confidentiality and Record Keeping

Complaints are handled confidentially and in accordance with applicable data protection legislation.

Information relating to complaints will only be shared with those who require access to investigate or resolve the matter.

Complaint records may be retained where necessary to:

  • investigate concerns;
  • comply with legal obligations;
  • manage risk;
  • respond to insurers;
  • defend legal claims; or
  • improve services.

11. Service Improvement

Complaint themes may be reviewed periodically to identify opportunities for service improvement, risk reduction and quality assurance.

Where possible, reviews will be undertaken using anonymised information.

12. Review of This Procedure

This procedure is reviewed annually or sooner where required by changes in legislation, regulation, professional guidance or operational requirements.