Complaints Procedure

1. Purpose

AuDHD UK is committed to delivering high-quality support and acting with integrity, compassion, and accountability. We take all complaints seriously and welcome feedback as an opportunity to learn and improve.

This procedure explains how to raise a complaint about any aspect of our services or conduct and how we will respond.

2. Who Can Use This Procedure

Anyone involved in or affected by our work can raise a complaint. This includes:

  • People who have used our services (e.g. referrals, peer support groups, website).

  • Volunteers and staff.

  • Members of the public.

3. What This Procedure Covers

This procedure is for concerns about:

  • The quality of our services.

  • Behaviour or conduct of our team (staff or volunteers).

  • Communication or organisational decisions.

  • Experiences with peer support groups or online platforms managed by AuDHD UK.

⚠️ Safeguarding Concerns:
If your concern relates to someone being at risk of harm, please refer to our safeguarding procedures:

Complaints about individual therapists should be directed to their professional standards body (e.g. BACP, HCPC).

4. How to Make a Complaint

You can make a complaint by emailing:
📧 complaints@audhduk.org 

Please include:

  • A clear description of your complaint.

  • When the issue happened and who was involved (if relevant).

  • What outcome you are hoping for.

We can provide support to help you raise a complaint if needed.

5. What Happens Next

a) Informal Resolution

Where appropriate, we may try to resolve the issue informally through discussion or clarification. This is often the quickest and most constructive way to address concerns.

b) Formal Complaint

If informal resolution isn’t possible or appropriate, your complaint will be passed to the CEO or the Chair of Trustees for investigation.

We will:

  • Acknowledge your complaint within 5 working days.

  • Investigate and respond within 20 working days.

  • Let you know if more time is needed and why.

c) Appeals

If you are unhappy with the outcome, you can request a review by the other senior lead (CEO or Chair), or an independent trustee if both were involved.

6. Record Keeping

We will record all complaints and their outcomes, including informal resolutions. Records are stored securely and only accessible to those involved in handling the complaint.

7. Confidentiality

We will treat all complaints with sensitivity and confidentiality. However, we may need to share information with others (e.g. safeguarding lead or external bodies) if there is a risk of harm.

8. What If We Can’t Resolve Your Complaint?

If you are not satisfied after following this procedure:

  • Once we are a registered charity, you may be able to raise your concern with the Charity Commission.

  • If your complaint relates to a therapist’s conduct, please contact their professional body.


Last updated: 23 April 2025