Complaints Policy

Last updated: 9 May 2026

1. About this policy

We want users of the attune platform to have a positive experience. If something goes wrong, we want to know and put it right. This Complaints Policy explains how to raise a complaint and what we will do.

2. Two types of complaints

There is an important distinction between platform complaints and clinical complaints - they go to different places.

Platform complaints - about attune itself: the matching service, the website, billing, customer support, account issues. Handled by attune.

Clinical complaints- about a Therapist’s professional conduct or the clinical service they provided. Handled in the first instance by the Therapist directly and, if unresolved, by the Therapist’s professional body.

3. How to raise a platform complaint

Email [email protected] with:

Your account email
A description of what happened (screenshots help)
What outcome you would like

We will acknowledge within 3 working days and provide a substantive response within 20 working days. Complex matters may take longer; we will tell you if we need more time.

4. How to raise a clinical complaint

In the first instance, raise your concern with the Therapist directly. If you do not feel able to do so, or the Therapist’s response does not resolve the matter, you can:

Contact the Therapist’s professional body - BACP, UKCP, BPC, BPS, NCPS, BABCP, or HCPC - using the registration details displayed on the Therapist’s profile.
Contact [email protected] and we will assist you in identifying the right body and making the complaint.

attune does not have authority over a Therapist’s clinical conduct, but we will remove a Therapist from the Platform where their professional body has issued a formal sanction or where serious concerns warrant immediate suspension pending review.

5. Escalation

If you are not satisfied with our response to a platform complaint, you may escalate by replying to our response and asking for senior review. You may also lodge a complaint with the Information Commissioner’s Office for matters relating to your personal data, or with Trading Standards / the Financial Ombudsman Service for matters relating to consumer rights or payments.

6. Tracking

All complaints are logged in attune’s internal complaints register. We review complaint trends quarterly and use them to improve the service.

7. Related

If your complaint relates to a refund, please first review our Refund & Cancellation Policy. If it relates to safeguarding or crisis, see our Trust & Safety page.

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