Rehab Centres UK

At, we strive to maintain high standards in all our services. However, we acknowledge that there may be occasions when we fall short of expectations. This Complaints Policy outlines the process for raising concerns and assures that all complaints will be treated seriously, promptly, and confidentially.

Our Commitment

We are committed to providing a high level of service and making your experience with us as positive as possible. Should you feel dissatisfied with any aspect of our service, we encourage you to express your concerns, ensuring that every complaint is addressed thoroughly and resolved in a timely manner.

Raising a Complaint

If you have a complaint, please reach out to us through the contact details available on our website. Clearly state the nature of your complaint, providing as much detail as possible to aid in a thorough investigation. We strive to acknowledge all complaints promptly, providing an estimated timeline for resolution.

Investigation Process

Upon receipt of your complaint, we will undertake a comprehensive investigation. This process involves reviewing the circumstances of the complaint, gathering relevant information, and, if necessary, speaking with the individuals involved. Our aim is to resolve complaints fairly and impartially.


We believe in maintaining open and transparent communication throughout the complaint process. You will be kept informed of the progress of the investigation, and we will promptly communicate our findings and any actions taken in response to your complaint.

Resolution and Redress

Our goal is to resolve all complaints to the satisfaction of the complainant, whenever possible. If we find that our service has been lacking, we will take appropriate steps to address any shortcomings and, where appropriate, offer redress.

Continuous Improvement

We view complaints as an opportunity to learn and improve our services. Insights gained from complaints are used to enhance our practices, training, and service delivery, ensuring we continually meet the high standards expected of us.

External Escalation

If you are unsatisfied with the resolution of your complaint, we will provide information on any further steps or external bodies to which you may escalate your concerns, ensuring you feel heard and your complaint is adequately addressed.

Conclusion values your feedback and is dedicated to resolving any issues or concerns you may have. We uphold this Complaints Policy to ensure a fair, effective, and accountable approach to handling complaints, reinforcing our commitment to maintaining trust and high standards in all our interactions.

Book Your Free Addiction Assessment

We understand this, which is why we offer free telephone addiction assessments with experienced addiction experts and case managers. If we cannot help, we can tell you where could.


Our trained addiction counsellors are on hand 24 hours a day.

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