Our Service Standards
In short: these are the promises we make about how quickly we check new practitioners, fix mistakes, re-check registrations and answer messages. They are small on purpose, so we can keep them every time.
Updated 2 November 2026. A working day is Monday to Friday, not counting bank holidays in England and Wales.
Our promises
| What | Our promise |
|---|---|
| New practitioners | We look each new practitioner up on their public professional register by hand within 2 working days of them joining. Their profile only appears on Find after that check. For trainee members, we check the course and contact the named supervisor within 2 working days; the listing appears once the supervisor confirms, so that part depends on their reply. |
| Corrections | When you tell us something on the site is wrong, we act within 2 working days. We correct anything we control ourselves, and we pass anything else to the practitioner to update, because practitioners write their own profiles. |
| Yearly register re-check | Each listing gets a re-check date 12 months after its register check, and we look the practitioner up on their register again by that date. No listing has reached its first yearly re-check yet. |
| Replies to messages | We reply to messages sent through our contact page or to [email protected] within 3 working days. Requests about your personal data are answered in full within one month, as the law requires. |
If we miss one
- Tell us on the contact page. You do not need to explain why it matters to you.
- We will say sorry, tell you why it happened and give you a new date, then deal with it before anything else.
- If a yearly re-check is late, we do it first, ahead of other work.
- We keep a simple record of every promise we miss and look at it each month, so we can fix the cause.
- If you are still unhappy, you can make a complaint through the contact page. Our terms of use explain how we handle complaints.
What these promises do not cover
- A register check is only correct on the day it was made. Please check the practitioner's register yourself before you book or pay. How to check a register.
- We are a directory, not a provider of therapy. We do not recommend, rank or guarantee any practitioner, and we do not check clinical quality.
- We cannot answer emergencies. If you need urgent help, call NHS 111, Samaritans free on 116 123 (24 hours), or 999 if life is at risk.
See also: key facts · our privacy promise · how it works.