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Feedback & Complaints

Share your experience

At italk we put you first. We don't compromise on quality of care, and we're proud to say that 97% of our patients would recommend us if a friend or family member needed our support.

But we can only do that by understanding what's important to you, knowing what works well, and learning from our mistakes.

So please get in touch to share your experience and help us to keep improving our service.

How did we do?

If you've used our service and found that we did something really well or there's something you'd prefer we did differently, we'd like to hear from you.

Get in touch at info@italk.org.uk or use the form at the bottom of this page.

Could your experience help others?

If you'd like to help other people to find our service and see whether it's right for them, we'd like to help you do that. Here are a few options:

Write a blog post. Our blog aims to share different perspectives on how to look after your mental wellbeing, how to know when to ask for support, and what people can expect from our service. If you'dlike to write an italk guest post, just get in touch.
Volunteer with us. Check our recruitment page for the latest volunteer opportunities. These can include attending events in the community to help promote the service.
Spread the word. We can send you a supply of italk leaflets and posters to share in your workplace, place of worship, or community noticeboard, to help others find our service.

Complaints and Concerns

If you're experiencing a problem with our service, we'll do our best to put things right.

Our complaints policy:

Because italk is a partnership between Solent Mind and Southern Health NHS Trust, we follow the complaints process of each organisation, depending on which part of our service has been supporting you.

When you get in touch with us we will explain the process we will follow. But if you'd like to view our policies before speaking to us, please use the guide below:

Solent Mind

If your most recent interaction with us was one of the following, we will usually follow the Solent Mind complaints procedure:

Your referral or self-referral
A Step 2 assessment, this is usually by telephone
1-1 treatment by telephone, such as Guided Self-Help
A Managing Moods course
SilverCloud
A wellbeing class such as Relaxation Skills

Southern Health

If your most recent interaction with us was one of the following, we will usually follow the Southern Health Customer Experience Process:

A Step 3 assessment, this is usually face-to-face
1-1 treatment face-to-face or by video appointment, such as Cognitive Behavioural Therapy or Interpersonal Therapy
Group treatment such as our Transdiagnostic Group or Comprehend, Cope and Connect

Contact Form

Please use the form below to contact us and we will respond as soon as we are able to.