As Seen On
Professional Memberships
For Services Provided by Local Dubai-Based Practitioners and International Clinicians
At Private Therapy Clinic Dubai, we are committed to delivering high-quality mental health care to every client. While we strive for excellence, we recognise that concerns may occasionally arise. This Complaints Policy outlines the procedure for raising and resolving complaints related to our Dubai-based services, which are delivered by both locally based practitioners in the UAE and international clinicians operating under the clinical governance of Private Therapy Clinic Ltd, a UK-registered company.
We are committed to addressing complaints in a respectful, timely, and fair manner and view all feedback as an opportunity to improve our services.
Once a complaint is received, we will acknowledge it within five working days. Our initial response will explain the next steps and provide an outline of how the complaint will be investigated. This ensures transparency and allows complainants to remain informed from the outset.
All complaints are thoroughly investigated by a designated staff member who was not directly involved in the matter being raised. This helps ensure objectivity and fairness.
The investigation may involve:
Whether the service was delivered by a local Dubai-based practitioner or an international clinician, we treat every complaint with the same degree of seriousness and professional diligence.
Complaints are recorded and tracked via our secure internal logging system. Each complaint is assigned a unique reference number and updated with progress notes, communications, and resolutions. This system ensures:
If the outcome of a complaint is not satisfactory, you may escalate the matter:
We aim to maintain clear, open communication throughout the complaints process. Updates will be provided at regular intervals, and a final written response will be issued within 20 working days wherever possible. If delays arise, you will be informed of the reason and given a revised timeline.
All complaints are handled in strict confidence. Personal information will only be shared with individuals directly involved in resolving the matter. We operate in line with UK data protection laws (UK GDPR) and UAE Federal Law No. 45 of 2021 on Personal Data Protection, ensuring your information is securely stored and protected.
We use every complaint as a learning opportunity. After resolution, we review outcomes and take appropriate actions to prevent recurrence, including updating policies, providing staff training, or adjusting service procedures.
If your complaint involves serious professional misconduct or ethical breaches (e.g. confidentiality breaches, unethical behaviour, inappropriate prescribing), you may contact the relevant professional regulatory authority. The correct body will depend on where the practitioner is registered and licensed.
Some examples include:
Our clinic will cooperate fully with any formal investigations by these bodies and, where applicable, initiate internal reviews to assess whether continued referral is appropriate.
To raise a complaint about services delivered in Dubai:
Email: dubai@privatetherapyclinic.com
Please include:
Response Timeframes
Final Note
Private Therapy Clinic Dubai, operated under the clinical governance of a UK-registered company, aims to provide an accessible and trustworthy route for feedback and complaints. We value your input and are committed to using it constructively to enhance the quality of care across both our local and international practitioner network.