Expat Therapy Hub – Complaints Procedure
 
Last updated: 06.01.2026

1. Purpose of This Policy

 This Complaints Procedure explains how concerns or complaints relating to Expat Therapy Hub (“ETH”, “we”, “us”, “our”) are handled.
 
ETH operates solely as an international therapist directory. We do not provide therapy, clinical services, assessments, bookings, or take payments from clients. All therapeutic services, communications, fees, and outcomes are arranged directly between clients and independent therapists.
 
This policy is designed to ensure that:
 

• feedback about the platform itself is handled fairly and transparently;

• complainants are treated with respect and not disadvantaged for raising a concern;

• complaints are acknowledged and responded to within reasonable timescales.

 
2. What ETH Can and Cannot Handle
 
 2.1 Complaints ETH Can Consider
 
ETH can only investigate complaints relating to:
 

• the operation or functionality of the ETH website;

• administrative issues involving ETH;

• errors or concerns relating to therapist listings (e.g. inaccurate profile information);

• compliance with ETH’s published policies.

2.2 Complaints ETH Cannot Investigate
 
ETH cannot investigate, mediate, or adjudicate complaints relating to:
 

• the quality, appropriateness, or outcome of therapy or mental health services;

• clinical decisions, advice, diagnosis, or treatment;

• fees charged by therapists or payment disputes;

• therapist conduct occurring outside the ETH platform.

 
All such complaints must be raised directly with the therapist concerned or with their relevant professional or regulatory body.
 
 3. Therapists and Due Diligence
 
3.1 Therapists listed on ETH are independent practitioners and are not employees, contractors, or agents of ETH.
 
3.2 As part of the listing process, ETH undertakes reasonable due diligence and requires therapists to provide:
 

• proof of identity (photo ID);

• proof of address;

• evidence of relevant qualifications;

• where available, details of professional insurance and governing or regulatory bodies.

 
3.3 This verification is conducted for directory integrity purposes only and does not constitute:
 

• clinical supervision;

• endorsement or accreditation;

• a guarantee of competence, conduct, or outcomes.

 
 4. How to Raise a Complaint About ETH
 
If you wish to raise a complaint relating to the ETH platform itself, please contact:
 
📧 support@expattherapyhub.com
 
Please include:
 

• your name and contact details;

• a clear description of the issue;

• any relevant dates, screenshots, or supporting information.

 
 5. Complaint Handling Process
 
 Stage 1 – Initial Review
 

• All complaints received will be acknowledged within 5 working days.

• ETH will review the complaint to determine whether it falls within the scope of this policy.

• If the complaint relates to clinical care or therapist conduct, we will advise you to contact the therapist directly or their governing body.

 
 Stage 2 – Response
 

• Where a complaint falls within ETH’s remit, we aim to provide a substantive response within 10 working days.

• If more time is required, we will explain the reason for the delay and provide an estimated response date.

 
Our response may include:
 

an explanation of what occurred;

• confirmation of any corrective steps taken;

• clarification of ETH’s role and limitations.

 
6. Outcomes and Resolution
 
Where appropriate, ETH will:
 

• identify whether platform processes can be improved;

• take reasonable steps to prevent similar issues arising in future;

• confirm when a complaint has been closed.

 
ETH does not offer compensation, refunds, or fee waivers in relation to therapist services, as payments are not processed by the platform.
 
 7. Complaints Made on Behalf of Another Person
 
If a complaint is made on behalf of another individual, we may require written authority from the person concerned, unless they are unable to provide this due to incapacity.
 
All complaints will be handled in accordance with applicable data protection and confidentiality requirements.
 
 8. Records and Monitoring
 

• ETH maintains an internal register of complaints relating to the platform.

• Records may include the date, nature of the complaint, actions taken, and outcome.

• Complaint records are retained for up to 5 years for governance and compliance purposes.

 
 9. Non-Retaliation

ETH will not discriminate against or disadvantage any individual for raising a complaint in good faith.
 
10. Governing Law
 
This Complaints Procedure is governed by the laws of England and Wales.
 
 11. Contact

For all platform-related complaints or questions about this procedure, please contact:

📧 support@expattherapyhub.com

📍 Registered address: 40 Burns Road, London SW11 5GX