At It's Complicated, we take complaints and concerns raised by clients very seriously. Our platform connects clients with independently practising mental health practitioners who manage their own practices. While we ensure thorough verification of practitioner credentials during onboarding, each practitioner remains responsible for their individual conduct, therapeutic methods, and interactions with clients.
What to do if you have a complaint:
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Address the Practitioner Directly
We recommend first discussing your concerns directly with your practitioner. Often, open communication can effectively resolve misunderstandings or issues. -
Contact the Practitioner's Professional Accredited Body
If direct communication does not resolve your issue or if you feel uncomfortable approaching the practitioner directly, you should contact the practitioner's professional accredited body. These bodies typically have dedicated teams, complaint processes, or ombudsman services that handle complaints and mediate disputes between clients and practitioners. For example, in Germany, you can reach out to the Psychotherapeutenkammer, which oversees licensed psychotherapists and provides a structured process for addressing complaints.The practitioner is required to provide you with their accreditation details upon request. These details might also be available on the practitioner’s profile.
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Informing It's Complicated
Although It's Complicated does not intervene directly in client-practitioner relationships or handle regulatory matters, we do ask that you inform us if an official investigation by a professional body confirms misconduct. Upon receiving official documentation confirming a breach of professional conduct, we will promptly review and take appropriate action, which may include removing the practitioner from our platform.