Compliments, Complaints, and Feedback Policy

At HelloSelf we pride ourselves on delivering evidenced based psychological therapy that is safe, effective, and enables every one of our members to be their best self. We work hard to ensure everyone has an excellent experience of working with us.

HelloSelf welcomes compliments, complaints, and feedback, as we see them as opportunities to learn and further enhance the experiences of our members, referrers, partners, and associates. Our clinicians work with our members collaboratively and therapy is tailored to a person’s goals and needs. Throughout treatment our therapists consistently ask their members for feedback on therapy. HelloSelf also contacts members individually after every session to gain feedback. We provide a feedback questionnaire at the end of treatment for our members to complete. This provides an opportunity to give quantitative and qualitative areas for improvement and compliments. Consent is gained to publish compliments on our website and any identifiable information is removed.

We ensure all complainants are carefully listened to and that we have investigated and managed their concerns appropriately. We always work within the Health & Care Professions Council standards of conduct, performance, and ethics, and the British Psychological Society’s Practice Guidelines. We will ensure that in managing concerns and complaints it complies with confidentiality and data protection policies.

How to Complain

If you are not satisfied with the service you have received we encourage you to raise any concerns with your therapist directly. If you are not satisfied that your complaint has been addressed, you can contact our clinical directors to resolve this (Hello@HelloSelf.com, 020 3936 8384). We will do our utmost to resolve any problems that have occurred during your work with us. If you are not satisfied that your complaint has been addressed adequately, then you should take this up with the therapist’s regulatory/accredited body (https://www.hcpc-uk.org/concerns, https://www.bps.org.uk/submitting-complaint).

For all queries or concerns related to data subject rights please contact dpo@helloself.com. We hope that we can resolve the matter internally however, if you are not satisfied that we have addressed it appropriately the General Data Protection Regulation also gives you the right to lodge a complaint with a supervisory authority. The supervisory authority in the UK is the Information Commissioner who may be contacted at https://ico.org.uk/concernsor or telephone: 0303 123 1113.

Policy Review Date: March 2021