AnonyMind is committed to providing a high-quality healthcare service to all Clients. We welcome any comments or suggestions about the client services on offer.

AnonyMind recognises that there may be occasions when clients may wish to complain about some aspect of the healthcare service which has been offered or received. If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of Sean Gartland, Operations Manager or a member of the team as soon as possible.

This complaints procedure ensures that your complaint will be dealt with as quickly as possible.

Verbal Complaints

If you wish to speak to someone about an aspect of the AnonyMind healthcare service, please try to do so as soon as possible by emailing hello@anonymind.com. AnonyMind will make every effort to resolve your complaint as quickly as possible.

If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.

Written Complaints

All written complaints should be emailed to Sean Gartland, Operations Manager, at sean@anonymind.com. Please describe as fully as you can the nature of your complaint stating the following information:

• What you are unhappy about.
• When the incident took place.
• What clinician or staff were present at the time.

All administrative complaints will be dealt with by the Operations Manager and all clinical complaints will be passed to our Clinical Lead. Your complaint will be acknowledged in writing within two (2) working days, unless a full reply can be sent within five (5) working days.

AnonyMind will carry out a full investigation of the nature of your complaint and offer to meet with you via video conference to resolve the issue/s.

You will receive a full written response within twenty (20) working days of the complaint being received.

If a full response cannot be given within twenty (20) working days of receiving your complaint, Sean Gartland, Operations Manager will write to you to explain the reason for the delay.

You will receive a full written response within five (5) days of a conclusion being reached.

If your complaint relates to the conduct of a clinician, and you are not satisfied with the outcome of our investigation, you can contact the clinician's regulatory body, which can be provided upon request.

Please be assured that AnonyMind will deal with all complaints confidentially and following investigation, will consider making changes to the service to improve the healthcare on offer to all clients.

Last reviewed: May 2023 - Next review date: May 2024