Complaints from Practitioners

This policy applies to therapists and coaches who provide services through our platform. Complaints may pertain to platform processes, payment issues, technical difficulties, communications, user care, or any other aspect of the practitioner’s experience on our platform.

The ability for practitioners to freely share feedback is crucial to the ongoing improvement of Unmind and the service we provide to users and companies. Practitioners are uniquely positioned to identify areas where the platform could better support both their work and client outcomes. By voicing their insights and concerns openly, practitioners help us address potential issues proactively, refine our processes, and enhance the overall service quality. This open feedback loop not only leads to a more effective and user-friendly platform but also reinforces a collaborative environment where practitioners feel valued and empowered, ultimately benefiting all users.

Unmind handles complaints with respect

All complaints submitted by practitioners will be treated respectfully, fairly, and without bias. Unmind aims for clear, transparent and regular communication throughout the complaint process, in order to assure the practitioner that the complaint is being handled.

Unmind will address complaints promptly, and will share an estimated resolution date with the practitioner as soon as possible. Unmind commits to understanding a practitioner’s expectations and communicating our ability or capacity to meet those expectations.

Practitioners have various avenues to submit feedback and complaints

Practitioners can submit complaints by submitting a request from the Practitioner Help Centre, or by emailing support@unmind.com. Some complaints may also be submitted anonymously via our practitioner surveys.

Complaints should include specific details, including the nature of the complaint, dates, any relevant communications, and any steps already taken to address the issue. Where the complaint was submitted anonymously, Unmind will act on this feedback/complaint to the best of our efforts with the information provided.

Complaints are also an opportunity for company growth

Unmind sees complaints and feedback as an opportunity to learn and improve our service. While some situations may be out of our control, it is Unmind’s responsibility to ensure we continue to provide the highest quality and most clinically safe service.

As such, part of the investigation involves understanding if there are any steps we can take or processes we can implement to prevent similar issues in the future.

We also commit to reviewing complaint trends quarterly. This is to understand if there are any recurring themes, and any further work we can implement to prevent similar complaints.

Investigations may require review

While we aim to ensure all concerned party’s feedback is addressed in our outcome and next steps, there may be occasions where practitioners do not agree with the outcome of the investigation.

If the outcome of an investigation is disputed, the investigation owner escalates the feedback and assigns either another member of the Talk Operations Team, or the Head of Therapies and Coaching as the investigation reviewer.

The investigation reviewer reviews all of the information gathered, and considers whether all areas were correctly investigated and how the investigation was conducted, to understand if the investigation was conducted according to this policy.