Finding the right person to talk to is a big step, and you should be able to trust that everyone you meet on It's Complicated is who they say they are. That is why every practitioner is checked and approved by our team before they can appear in our directory or take bookings. Here is what that involves.
We confirm who they are
Before a practitioner can work with clients on It's Complicated, we confirm their identity. This means no one can list themselves under a false name or present themselves as someone they are not.
We check their professional qualifications
We review each practitioner's professional background to make sure they are qualified to offer the kind of support they list. Requirements differ from one country to the next, as every country regulates therapy and counselling in its own way, so we check each practitioner against the standards that apply where they work. A practitioner only goes live once they have met them.
We confirm where they are based
We also confirm where each practitioner practises. This matters because the qualifications, titles, and registrations someone needs depend on their location, and it helps make sure that the person you see really is based where their profile says.
We keep profiles accurate over time
Verification is not a one-off. Certain important details, such as a practitioner's location or professional credentials, cannot be changed freely once a profile is live. If a practitioner needs to update them, we review and approve the change first. That way, the information you rely on when choosing someone stays accurate for as long as they are on the platform.
We keep listening
Our attention does not stop once a practitioner is live. Client feedback is a big part of how we keep the platform trustworthy, so we have built ways for you to share it easily. After a video session, you can tell us how it went in a couple of taps, and you can always reach out to us directly at any time. We keep a record of what clients tell us, and it feeds into how we monitor practitioners on an ongoing basis. In the rare event that something feels seriously wrong, you can also raise a concern about a practitioner, and we will look into it
What this means for you
By the time a practitioner appears in your search results, they have already been through this process, so you can focus on finding someone who feels right for you rather than wondering whether they are genuine.
👉 If you would like support deciding who to work with, Choosing your practitioner walks you through what to look for.