Complaints

At Mantle Psychology our aim and hope are always to provide the highest quality of care for our clients in order to reach the best and most appropriate outcome. We value your feedback as it helps us continually improve the quality of care we provide. Whether you want to share a compliment, raise a concern, request a second opinion or submit a formal complaint, we are committed to listening to you, ensuring you feel heard and taking the necessary steps to address your experience. We kindly ask that you share the same commitment and remain respectful in your interactions with our team. Please be aware that we have a zero tolerance policy to verbal aggression and threatening behaviour.

Our Commitment

If you feel that your experience with our services has not met your expectations or you would like to formally lodge a complaint, we are here to listen and take appropriate action.

We welcome any feedback if you have any concerns about the process or the quality of care you have received from Mantle Psychology.

Please note we do not consider a disagreement with the diagnostic outcome to be a complaint unless this is specifically related to a process or quality concern. Our complaint investigation will explore our processes, investigate, mediate any resolutions, and set targets to improve our services. However, the role of the complaints team is not to overturn a clinical judgement made by our clinical team. If you would like your assessment to be reviewed and considered for a second opinion, please complete our second opinion request form.

We take all complaints seriously and aim to resolve them as quickly as possible. The following steps outline how we handle complaints:

How to submit a complaint:

Investigation and Response:

Once we receive your complaint, we will acknowledge it within 3 working days.
A senior team member will investigate the matter thoroughly and may contact you for further information if needed.
An early resolution call will be provided within 21 days of your complaint submission
Next steps will be determined on a case-by-case basis, and communicated with you either during or following the early resolution call

What if I am unhappy with the response?

If we are unable to resolve your complaint, you have the option to contact your ICB following their complaints procedure, they will usually request that you follow Mantle Psychology’s complaints procedure in the first instance.

You can also contact the Parliamentary and Health Ombudsman (PHSO), which is an independent body from the NHS, to review your case. However, before the PHSO can investigate your complaint, they will verify that you have already attempted to resolve it with Mantle Psychology directly. If you have done so, then you must file your complaint with the PHSO within the following deadlines:

If you want more information about the Ombudsman, please contact them via ombudsman.org.uk or call 0345 0154033.

Our Commitment

Your experience matters to us, and we are committed to addressing any concerns you may have. We are continuously striving to improve our services, and your feedback, whether positive or negative plays an essential role in our development.

Thank you for trusting us with your care.

We highly recommend Mantle Psychology for anyone considering assessments for their child. The entire process was smooth, professional and far quicker than anything we had anticipated. The waiting time was significantly shorter and the initial questionnaires for home, school and everything in between were incredibly thorough — helping to build a full and accurate picture of our daughter, Isla. Her assessments were booked in quickly and due to the distance we had to travel, both were kindly scheduled on the same day to make things easier for us and less disruptive for Isla. Lucy and Lucy were absolutely fabulous with Isla — warm, patient and made her feel completely at ease throughout. Isla actually loved her assessments and was disappointed when they were finished, that alone speaks volumes! Every part of the process has been handled with care and efficiency and any questions I had were answered promptly. We’re now looking forward to our final phone call to discuss the next steps for Isla and her needs. Thank you again to the whole team, we appreciate you, your time and effort helping us get the answers and more importantly getting Isla the answers, we can now move forward on getting her exactly what she needs. Thank you. Chloe

Chloe Brett

05/08/2025

I recently used Mantle Psychology for my 12 year old son through the right to choose option for adhd and asd. Everything from start to finish has been straight forward and easily navigated. Shoni Gale is the main point of contact right up until the appointment stage, nothing was too much trouble for her. We originally had a problem with our GP getting the forms but she sorted it all out professionally and quickly and was always on hand to respond to emails timely. The original timeline was 12 months from referal which was met. Once the forms were in the appointment stage was quite quick. All the questionnaires were in-depth and they listened to both my concerns and the schools concerns when making their decision after seeing my son. Once the diagnosis was made I was called within two weeks to be advised of the outcome which was brilliant. The office is really easy to find and my son felt at ease once he was in there with the assessor's and the waiting area was lovely too, with games for the kids. The report was in-depth and we received the diagnosis which I felt was appropriate for my son’s needs. Mantle and all the staff that I have dealt with from beginning to end have been brilliant. I would highly recommend using them for services they provide. I understand they have negative reviews, please don’t let these put you off using them. Not everyone will get the diagnosis they feel they or their child has/needs which can be frustrating as a parent so of course the staff get the brunt of it. The staff here work hard and in-depth to make sure the diagnosis they give is correct and won’t give one if they feel it isn’t appropriate. We put in for dual asd and adhd and they only diagnosed one, but they went into detail on why they couldn’t diagnose asd. Thank you so much again for helping my son get that extra support he needs in school. Extremely professional and again highly recommended.

Caroline Ellerton

29/07/2025

Our daughter was so anxious about her assessment before and when we arrived but we was made to feel very comfortable and everone introduced theirselves.we was shown where the waiting room was and it had a calm feeling and lot's of different toy's and Sensory thing's for all children.our daughter had her assessment with Amy and another colleague who was lovely to speak to.We would highly rate Mantle psychology.They kept us up to date with everything by phone & Email and everyone we spoke to we're very helpful and went above & beyond for us

Donner Ridgway

24/07/2025

What a relief to finally be understood so absolutely. I was refered to Mantle for an ADHD diagnosis at the fine old age of 60, and now, thanks to the combined experience and expertise of specialists, I can move forward with renewed faith; and moreover, hope. For this self-knowledge, I am eternally grateful to all at Mantle, and I urge anyone who needs help in understanding how to bridge the gap between what is and what could be, to get refered to this group of brilliant, compassionate and utterly reassuring people. "It is never too late to become what you could have been." Thank you Mantle Psychology.

Velvet Hammer

09/07/2025

My son was referred to Mantle psychology on 07th May through the right to choose pathway. I was expecting a huge waiting time with it being NHS funded. Between 07th May and 04th July My son had been through all the processes needed to gain evidence to find diagnosis and he received diagnosis. I cannot thank Mantle psychology enough for helping us on this journey! Everything moved faster than I ever anticipated. My contact from Mantle was brilliant and each step was broken down every time there was contact. When I met with ed psych (Laura) she explained exactly what will happen and this eased up any worries I had. When my son got to clinic, we were welcomed and made to feel comfortable and not judged. My son struggled to leave my side to start with but their approach a few adaptations allowed him to feel at ease. During my follow up phone call with Laura, she gave my son diagnosis and ensured I was ok and was ready to answer any questions I may have had. I would highly recommend mantle psychology not only for their waiting times but for helping my son with diagnosis where nobody else would listen. Thanks again team❤️

Carissa Montroy

06/07/2025

I used Mantle psychology recently for my 6 year old daughter who has been struggling at school with her learning. Knowing that she needed support but unable to understand how to go about providing this for her I received a recommendation from a friend to take her to Mantle and I’m so glad I did. From the first communication to now the team have been so friendly and helpful and I can see they genuinely want to help and support my daughter to make her time in school a little easier.

Shannon Martin

04/07/2025

It was easy to find, and I felt very safe there. I got the answers I wanted, and they did diagnose me with autism, as I expected all along I had.

Risa Tamura

26/05/2025