Complaints
Last updated: September 2026
If something has gone wrong, we want to know. Anyone can raise a complaint: an employer, an employee who has been referred to us, someone who booked an assessment privately, or a clinician in our network.
How to complain
Email support@returnwell.co.uk with “Complaint” in the subject line, or write to us at Return Well Limited, 8-10 South Street, Epsom, England, KT18 7PF.
It helps if you include:
- your name and how best to contact you
- the case reference, if you have one
- what happened, and when
- what you would like us to do to put it right
What happens next
- Acknowledgement within 2 working days.We'll confirm we have your complaint and who is looking into it.
- A full response within 10 working days.This is our target. Some complaints are more complex, for example where we need the clinician's account or information from several people. If yours needs longer, we'll tell you why, keep you updated, and give you a new date.
Our response will explain what we found, what we're doing about it, and anything we are changing as a result.
Complaints about a clinician
The clinicians who carry out assessments are independent professionals and are responsible for their own clinical judgement. If your complaint is about an assessment or a report, we will look into it and ask the clinician for their account before we respond.
Where it concerns a clinician's professional practice or conduct, you can also raise it with the body they are registered with: their statutory regulator, such as the Health and Care Professions Council or the Nursing and Midwifery Council, or an accredited register such as the BABCP. We can tell you which applies.
Complaints about your personal data
If your complaint is about how we have handled your personal information, we'll deal with it in the same way. You also have the right to complain to the Information Commissioner's Office, the UK's data protection regulator, at ico.org.uk or on 0303 123 1113. We'd appreciate the chance to put things right first.
If someone is at risk
A complaint isn't the right route for an urgent concern about someone's safety. Return Well is not an emergency service. If someone is in immediate danger, call 999. See our safeguarding page for how we handle risk and where to get urgent help.