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Complaints & Feedback Policy

Effective Date: 13th October 2024

Last Updated: 12th May 2026

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At Dr Tiffany Leung Psychological Services, I am committed to providing psychological services that are respectful, ethical, culturally sensitive, and professionally accountable.

Feedback, concerns, or complaints are taken seriously and handled with care, professionalism, and appropriate confidentiality. Constructive feedback may also help improve the quality, accessibility, and safety of services provided.

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1. Informal Resolution and Direct Communication

Where appropriate, clients are encouraged to raise concerns directly with Dr Tiffany Leung in the first instance.

At times, misunderstandings, communication difficulties, or concerns about therapeutic work or service arrangements may be clarified through open discussion and collaborative reflection.

 

2. How to Raise a Complaint

If you wish to make a formal complaint, please contact:

Please provide, where possible:

  • your name and contact details

  • a description of the concern or complaint

  • relevant dates or context

  • any outcome or resolution you are hoping for

This helps ensure that concerns can be understood and responded to appropriately.

 

3. Response Timeframes

Complaints will usually be acknowledged within 7 working days.

A formal response will be provided within a reasonable timeframe, depending on the nature and complexity of the concern raised.

Where additional review time is required, updates will be provided where appropriate.

 

4. Accessibility and Support

If you require adjustments in order to raise feedback or a complaint, for example due to language needs, disability, neurodivergence, communication differences, or other access requirements, reasonable adjustments will be considered where possible.

This may include flexibility around communication format or additional support with the process.

 

5. Confidentiality During the Complaints Process

Information shared within a complaint process will be handled sensitively and in accordance with relevant confidentiality, data protection, and professional obligations.

Relevant information may need to be reviewed as part of responding to concerns raised.

 

6. External Professional Organisations

If you do not feel comfortable raising concerns directly, or if you remain dissatisfied following the complaints process, you may contact the relevant professional or regulatory organisations:

 

7. Policy Review

This policy is reviewed periodically and may be updated in accordance with changes to legal requirements, professional guidance, or service development.

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