Complaints Policy
Bright Minds Centre welcomes feedback and aims to address concerns fairly, respectfully and as quickly as possible.
Raising a concern
If something has gone wrong, or if you believe communication, booking, service delivery or professional conduct has fallen below expectation, please use the Contact Us page and clearly mark your message as a complaint.
How complaints are handled
- The concern will be acknowledged and reviewed by the appropriate person or service lead
- Relevant information will be gathered from available records and communications
- A response will be provided explaining the findings, any action taken, and any next steps where appropriate
- If more time is needed, this should be explained rather than leaving the concern unanswered
What helps
It is helpful to include the name of the person the enquiry relates to, the date or timeframe involved, the main concern, and the outcome you would like considered. Concerns involving safety, confidentiality or conduct should be raised as clearly as possible.
Complaints and urgent risk
The complaints process is not an emergency route. If a concern involves immediate risk of harm, contact emergency or crisis services without waiting for an administrative response.