Complaints procedure & policy

Our aims

Gaia Medical is committed to working in an open and accountable way that builds and promotes trust and respect with its users and clients. We take all complaints very seriously and are committed to addressing any complaints as promptly and as fairly as possible, and will treat all complaints as confidentially as is reasonably possible.

An external complaint is a written expression of dissatisfaction about any Gaia Medical services, communications, team members or platforms. An external complaint can be made by anyone outside of the Gaia Medical employee, contractor, freelancer or volunteer team. All complaints should be made by sending an email to

This policy and procedure sets out the way in which users or clients can make a complaint, and the ways in which Gaia Medical will handle these complaints.

We aim to ensure that we:

  • take all complaints seriously,
  • make submitting a complaint as easy as possible,
  • welcome any complaints, feedback and suggestions for improvement,
  • treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response,
  • respond to complaints as promptly, politely and as fairly as possible,
  • treat all complaints as confidentially as is reasonably possible,
  • learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.


All complaints are managed by the complaints department who do not ordinarily have frontline roles. All complaints should be sent to and are automatically forwarded to the Chief Executive Officer (CEO).

If the person making the complaint has any concerns around confidentiality or their complaint being intercepted by the accused, then they can contact the CEO directly at to raise their concerns. 

In the instance where a complaint is made against the CEO, a copy of the complaint is forwarded to Gaia Medical’s Online Business Manager is the person responsible for handling the complaint made against the CEO.

The procedure

The procedure for handling external complaints applies from the moment a complaint is received at and involves the following:

  1. A complaint is received
  2. The complaints department will first try to resolve the complaint informally. The CEO and Gaia Medical will always try to resolve complaints quickly and to the satisfaction of the person making the complaint. The person making the complaint will however, always be told that they have the option to escalate the complaint and trigger a formal procedure if they wish to.
  3. If the person making the complaint wants to escalate it formally, they will receive written confirmation that the complaint has been acknowledged within 7 working days from the complaints department. 
  4. They will be told how the complaint will be handled, and the timeframe within which they can expect to get a resolution. After this, the complaints department will begin a formal investigation.
  5. During the investigation, all parties concerned, including the person making the complaint, will be contacted to provide further information relevant to the complaint resolution.
  6. Within 14 to 28 working days, the person who made the complaint will be told what the result of the investigation is and shown the investigation report.
    • If a complaint concerns any of the counsellors or therapists working with Gaia Medical, the person making the complaint will be informed that we can notify the body or bodies with which that counsellor or therapist is registered (BACP, UKCP, NCS etc)
    • The person making the complaint is always allowed the autonomy to decide whether they want such a complaint to be submitted to the body with which the counsellor or therapist is registered and will always be given the choice to complain directly to the BACP (or whichever other body the counsellor or therapist is registered with) if the issue cannot be resolved internally.
    • Gaia Medical recognises that the BACP or other relevant body will have ultimate responsibility if the complaint is made against a counsellor or therapist or anyone offering therapeutic service.
  7. Once the investigation has been conducted and a solution found, the complaint is closed and the outcome is recorded in Gaia Medical’s complaints database.

Gaia Medical gives a copy of this policy to anyone who joins Gaia Medical or works with Gaia Medical. A copy of this policy is available at all times in the Gaia Medical website footer section. If there are any questions or concerns about this internal complaints policy and procedure, please send them to

Last updated: 11 November 2021