Complaints Policy

ViaPsych handles complaints about the platform, including booking, payment, account access, failed video links, technical problems, duplicate charges, clinician no-shows, data access, communication through the platform, document uploads and administrative issues.

Contact support@viapsych.co.uk with your name, contact details, booking reference if available, the date of the issue and the outcome you are seeking.

Complaints about clinical advice, diagnosis, treatment recommendations, prescribing decisions, decisions not to prescribe, requests for further information, requests for GP records, physical health checks, referral to GP/NHS/crisis services, clinical conduct during consultation or medical record content should be raised with the independent clinician responsible for the consultation.

ViaPsych does not make clinical decisions, but we take patient concerns seriously and may assist with routing complaints, reviewing platform issues and taking appropriate platform action.

ViaPsych aims to acknowledge platform complaints within 5 business days and provide a substantive response within 20 business days where possible.

Complex matters, payment disputes, data requests or safeguarding issues may take longer, and we will keep you updated.

ViaPsych is not an emergency or crisis service. If you are at immediate risk of harm, feel unable to keep yourself safe, or need urgent medical help, call 999 or go to A&E. If you need urgent mental health support, contact NHS 111 or your local crisis service.

The complaints process must not be used for urgent clinical advice.