Complaints Procedure

Reviewed in October 2026.

Next review: October 2027.

Our commitment

We welcome feedback and treat concerns seriously, fairly and confidentially. A child or young person may raise a concern directly or with appropriate support. Complaining will not lead to retaliation.

How to complain

Send concerns to Saskia Joss at saskiajosstherapy@gmail.com or write to Mill Hill Therapy Hub, Sunbury Avenue, London NW7 3SL. Describe what happened and the outcome sought. We can offer reasonable adjustments to the process.

Acknowledgement and review

We aim to acknowledge ordinary service complaints within five working days and provide a substantive response within 20 working days where feasible, explaining any delay. We may request relevant information, review records, consult an independent adviser or insurer and provide a written outcome with reasons and proposed remedy. We keep a secure complaints record.

Complaints about Saskia

You do not need to resolve a serious professional conduct concern with Saskia before contacting BACP. BACP's professional conduct route and eligibility criteria are explained at bacp.co.uk/about-us/protecting-the-public/professional-conduct/. Professional conduct enquiries: professional_conduct@bacp.co.uk. Safeguarding allegations can be raised directly with children's social care, the LADO or police.

Data protection complaints

You may complain about our use of personal data by emailing us. We will acknowledge a data protection complaint within 30 days, investigate appropriately and communicate an outcome without undue delay. You may also contact the ICO at ico.org.uk.

Other routes

For immediate danger call 999. Complaints concerning independent therapists who rent rooms should normally be addressed to that therapist or their own professional body, unless the complaint concerns the Hub's own services or safeguarding duties.

Confidentiality

We share complaint details only where necessary to investigate, respond, obtain advice or meet safeguarding and legal obligations.