Legal
Complaints Procedure
How to raise a concern about Connection Clinic and what you can expect from us.
Connection Clinic Ltd
Last updated: April 2026
Our Commitment
At Connection Clinic we take all complaints seriously. We are committed to providing a high quality platform and want to know if something has not been right, so we can put it right and improve.
What This Procedure Covers
This complaints procedure covers complaints about Connection Clinic as a platform, including booking issues, payment problems, matching and general platform experience.
If your complaint relates to the clinical content of your therapy sessions, the conduct of your therapist or their professional practice, this must be directed to your therapist directly and to their professional body. Connection Clinic has no clinical responsibility and cannot investigate clinical complaints.
How to Make a Complaint
Step 1 — Contact Us
Email us at hello@connectionclinic.co.uk with the subject line “Complaint” and include:
- Your name
- The date of your booking or the issue
- A clear description of your complaint
- What you would like us to do to resolve it
Step 2 — We Acknowledge Your Complaint
We will acknowledge your complaint within 2 working days of receiving it.
Step 3 — We Investigate
We will investigate your complaint fully and respond with our findings and proposed resolution within 10 working days. If we need more time, we will let you know and explain why.
Step 4 — Resolution
We will do our best to resolve your complaint fairly and promptly. Where appropriate, this may include a refund, a rebooking or another appropriate remedy.
Step 5 — If You Are Still Unhappy
If you are not satisfied with our response, you may escalate your complaint to:
- Citizens Advice — citizensadvice.org.uk
- The Information Commissioner's Office — ico.org.uk for data related complaints
Clinical Complaints
If your complaint relates to the clinical work of your therapist, please contact them directly in the first instance. All Connection Clinic therapists are accredited or registered with a recognised professional body such as COSRT, BACP or UKCP and are bound by their professional code of ethics and complaints procedure.
You can find your therapist's professional body complaints procedure at:
- COSRT — cosrt.org.uk
- BACP — bacp.co.uk
- UKCP — ukcp.org.uk
Contact
connectionclinic.co.uk