Please feel free to offer feedback, whether positive, neutral or negative. It is really helpful to understand how a service is being experienced. You will also be offered the chance to provide feedback at the end of your time receiving a service via Frith.
Please note: there are important differences about complaint response, depending on what service you have accessed. Prior to Dec 2025 for psychiatric care, a 3-stage complaint process involving Frith Psychiatry (stage 1), the Independent Doctors’ Federation (stage 2) and the Independent Sector Complaints Adjudication Service (stage 3) applied. From Dec 2025 for non-psychiatric services (eg coaching), the below process applies.
Frith will aim to treat complaints in an open and respectful manner, working to understand and repair wherever possible.
Definition of complaint
Any communication involving goods or a service that requires an investigation and formal response. Complaints may be made by letter or email (they must be in writing).
How to make a complaint
If you wish to discuss a concern, but not necessarily make a formal complaint, please email frith.coaching@posteo.uk.
If you are unhappy with the service and wish to use the formal Complaint Resolution Procedure, then please express this in writing to frith.coaching@posteo.uk. Please refer to any relevant events or interactions, explain why you are concerned, and what you ideally want to happen from your complaint.
Please raise a complaint within 6 months of the issue arising or being detected; it can be harder to conduct a fair and effective investigation if too much time has lapsed. In rare or special circumstances, there may be valid reasons to extend this timeframe.
What will happen next?
- Frith will aim to acknowledge your complaint within 3 working days of receipt. During periods of annual leave/service unavailability, response time may be up to 7 working days.
- At this initial complaint receipt stage, you will be contacted to set out what will be included in the complaint investigation. If any reasonable adjustments are needed for you to participate in the complaint process, these should be raised here.
- Frith will aim to investigate your complaint within 20 working days from the date of complaint receipt. If it is not possible to complete the investigation within that timeframe, you will be given an update (with an explanation about why more time is needed and a predicted timeframe for completion). If the investigation is ongoing, then an update will be provided in writing every 20 days.
- On completion of the investigation (which will likely involve a meeting with you), you will receive a letter outlining the nature of your complaint, the findings, an explanation or further information if appropriate, an apology if appropriate, and any outcomes or actions if appropriate.
- Documents or records relating to your complaint will be maintained in keeping with Frith’s privacy statement.
Acceptable behaviour and vexatious complaints
Frith will attempt to treat you and your complaint with openness and respect, and expects fair and honest behaviour in return from you. Please be advised that Frith will not tolerate threatening or abusive behaviour and reserves the right to take action in response, such as restricting contact/communication or reporting the abuse. Complaints that (after proper exploration) are deemed to be vexatious, or allegations that (after proper exploration) are deemed to be false or ungrounded, may fall outside the scope of this document and may warrant different responses.
If you were given a Terms of Engagement document when you booked an initial appointment, please also refer to that, as it sets out expectations of both parties that may be relevant. Thank you.