What to do if you want to make a complaint

We welcome all feedback, positive or negative, from anyone engaging with the Centre, such as, but not limited to, those studying at the Centre, attending, training and other events, using clinical services or participating in research. If you think something is wrong or could be improved please let us know.
If you raise your complaint or concern directly with staff they will try to resolve the issue and this is how most complaints and concerns are managed at the Centre. However, if you feel your complaint is serious and/or requires the attention of senior staff you can use our formal complaint process set out below. We also use this formal process when complaints or concerns raised directly with staff cannot be resolved locally.
You can use our online complaints form

You can email the Chief Operating Officer: Ros.Bidmead@annafreud.org

You can write to the Chief Operating Officer:

Ros Bidmead, Anna Freud Centre, 4-8 Rodney Street, London N1 9JH

Or you can call the Chief Operating Officer: 020 7794 2313

What happens when complaints or concerns are received?

When the Chief Operating Officer receives a complaint or concern it is acknowledged and then investigated by an appropriate team and you will receive a response within 15 days. If you are not satisfied with that response your complaint can be considered by the Board of Trustees.

Clinical services complaints: This leaflet sets out the clinical services complaints process, which is the same as for any complaints received at the Centre but is initially managed by the Clinical Director.

Please note that any complaints regarding court assessments can only be heard within the court process as there are strict rules regarding court assessments with which the Centre must comply. Please raise such complaints with your solicitor in the first instance, they cannot be managed via the Centre complaints process.