If something went wrong — we want to know.
Honest feedback is not a threat to practice. It is data that refines it.
Select complaint type
Different types — different routes. Identify yours before proceeding to the form.
Service or process complaint
Assessment quality, therapy progress, organisational issues, timelines, documentation.
Go to formSpecialist complaint
Behaviour, ethics, professional standards, interactions during sessions.
Go to formData request / GDPR
Data access, rectification, erasure, restriction of processing. Subject Access Request.
Go to formThree steps. Predictable.
Uncertainty is not a neutral state.
You submit your complaint
Fill in the form below. You receive email confirmation with a reference number.
2 business daysWe review
We analyse the situation and prepare a response. We may request clarification if needed.
Up to 20 business daysIf you disagree with the response
You have the right to contact the ICO (UK) or relevant EU supervisory authority.
External regulatorDescribe the situation
A few words about what happens here
Your complaint is registered in our system and assigned a unique reference number. Within 2 business days you will receive confirmation that we have received it.
We review each case individually. The response time is up to 20 business days — for complex situations we may need more time, and we will notify you.
All data is encrypted and processed in accordance with UK GDPR and EU GDPR. We do not transfer your data to third parties.
Message content is encrypted with AES-256-GCM. Only authorised personnel have access to complaints.
External supervisory bodies
If our response does not satisfy you — you have the right to contact an independent regulator.
ICO — Information Commissioner's Office
UK supervisory authority for data protection.
ico.org.ukBACP — British Association for Counselling
Professional association. Ethics complaints.
bacp.co.ukNational DPA of your country
For EU-based clients — the supervisory authority of your country of residence.
edpb.europa.euThree questions asked most often
Technically — yes. But an anonymous complaint limits options: we cannot request clarification and cannot send a response. If you are concerned about confidentiality — provide only your email.
You have the right to contact the ICO (UK) or the national DPA for EU-based clients.
Yes. Write to complaints@mentallect.com with your reference number.
If something worked — we want to know that too.
A system that only accepts complaints gradually deforms. If something in our work was precise — say so.
Ready to take the next step?
Whether you need an assessment or want to discuss your situation — we are here.