Complaints Policy

If you have any questions or complaints about our services or digital content, please contact us by writing to us at support@myonlinetherapy.com or https://myonlinetherapy.com/contact/ 

If you have a problem with your psychologist, please contact us with details of your complaint which will be reviewed by the Chief Medical Officer

Process

All complaints will be dealt with in the first instance by our fully trained staff in Customer Support who will aim to help resolve your complaint as quickly and effectively as possible. Where more time is needed for further investigation, the designated Complaints Handler will keep you up-to-date every step of the way. 

My Online Therapy will send a written acknowledgement of your complaint within one working day of being received with further communication sent regularly to keep you updated with any actions taken and timescales involved, so you know exactly where we’re up to. We aim to send a Final Response Letter within five working days of the complaint being logged and fully investigated, where appropriate and if more time is needed we will contact you to let you know. In the event that you are not satisfied with the outcome of the complaint, our internal escalation process will apply.

If the complaint relates to your psychologist, Customer Support will work with you and liaise with the Senior Clinical Team and Chief Medical Officer to help resolve the complaint in the first instance. In the event that you are not satisfied with the outcome, the  internal escalation process will apply. If you wish to escalate further then a referral to the relevant regulatory body would be implemented. 

The practitioners are all regulated by one or more of the following regulators:

• The British Psychological Society
• The General Medical Council
• The British Association for Counselling and Psychotherapy
• The British Association for Behavioural and Cognitive Psychotherapies
• The Health and Care Professions Council 

My Online Therapy manages self-employed practitioners only and is not the provider of services to the client. The service provider shall at all times be the practitioner. All of our practitioners are self-employed and are regulated by their respective regulatory bodies. Each practitioner has their own set of terms and conditions, and any therapeutic contract will be formed between you and your chosen practitioner.

My Online Therapy provides the video conferencing platform and administrative services only. My Online Therapy will not accept liability for any loss or damage resulting from contact or work with the practitioner or be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site and/or apps or to your downloading of any content on it, or on any website and/or app linked to it.

For more information on our terms and conditions please visit the website https://myonlinetherapy.com/terms-and-conditions/