Complaints Policy

Last updated: 20 July 2026

Complaints can be submitted to [email protected].

How to complain

Please provide:

• Their name
• Account email where applicable
• A clear description of the issue
• Relevant dates
• Steps already taken
• The outcome they are seeking
• Screenshots or supporting information where appropriate

Please do not send unnecessary client or clinical information by email.

General service complaints

General service complaints may relate to product behaviour, account access, support, usability, technical issues or other aspects of the Nature Therapy Hub service. Nature Therapy Hub will acknowledge general complaints within a reasonable period and aims to respond substantively within 30 calendar days.

Complex matters may take longer. The complainant will be informed where additional time is needed.

Billing complaints

Billing complaints may relate to subscription charges, trial status, failed payments, cancellation, billing portal access or subscription records. Please include the account email address and relevant dates, but do not include full card details or sensitive payment credentials.

Privacy and data-protection complaints

For data-protection complaints, Nature Therapy Hub will:

• Provide a clear method for making a data-protection complaint
• Acknowledge the complaint within 30 days
• Take appropriate steps to investigate it
• Keep the complainant appropriately informed
• Communicate the outcome without undue delay
• Explain any action taken or reasons why action is not taken
• Keep an appropriate record of the complaint and response

Complaints about client records controlled by a therapist should normally be directed to that therapist or therapy practice first. Nature Therapy Hub will assist where it acts as the Data Processor.

Complaints about Nature Therapy Hub's own account, subscription, website, security or support processing can be made directly to Nature Therapy Hub. If the person remains dissatisfied, they may complain to the Information Commissioner's Office.

Complaints about a therapist

Nature Therapy Hub provides software and does not provide therapy, clinical supervision or professional regulation. Complaints about therapy services, clinical decisions, professional conduct, fees charged by a therapist or therapeutic records should normally be raised with the therapist or their professional body, regulator, insurer or relevant safeguarding organisation.

Nature Therapy Hub may review platform misuse concerns, but it cannot adjudicate clinical disputes or act as a professional regulator.

Safeguarding or emergency concerns

Nature Therapy Hub is not an emergency service. If anyone may be in immediate danger, contact the appropriate emergency services directly.

Safeguarding concerns should be raised with the relevant therapist, safeguarding lead, local authority, emergency service or professional body as appropriate. Please avoid sending detailed clinical or safeguarding information to Nature Therapy Hub unless it is necessary for the platform-related concern being raised.

Records and outcomes

Nature Therapy Hub may keep appropriate complaint records to investigate the issue, respond, maintain security and improve the service. The response may explain action taken, action planned or why no action is being taken.