HOW DO YOU FILE A COMPLAINT ABOUT HEADSPACE?

If you wish to file a complaint about the support or treatment you’ve received at headspace, you can read below how to do it.

WHO CAN FILE A COMPLAINT

Anyone who has been in contact with headspace can file a complaint. If you’ve had a negative experience, we encourage you to let us know right away — that way, we can correct it and make sure you benefit from our counselling. If talking with us hasn’t led to an improvement, you can send your complaint by email. We take all enquiries seriously.

WHAT CAN YOU FILE A COMPLAINT ABOUT?

• The behaviour of counsellors (employees or volunteers)

• Incorrect or insufficient counselling

• Counselling that does not live up to what we promise

• Lack of accessibility for people with disabilities

WHAT ISSUES CANNOT BE SUBJECT TO A COMPLAINT?

You cannot make a complaint about other users, opening hours, or practical matters such as waiting time, refreshments, or location.

HERE IS HOW YOU FILE A COMPLAINT

Your complaint must be in writing and sent by email to klage@headspace.dk. Please include "Klage" in the subject field.

To help us process your complaint in the best possible way, we kindly ask you to include the following information:

• What the complaint is about

• Where and when it happened

• Who was involved (if relevant)

We handle your complaint confidentially — your name will not be shared with staff or volunteers without your permission.

A staff member at Det Sociale Netværk/headspace Denmark will receive and read your complaint. It will then be processed as quickly as possible — and no later than within two weeks — by the Regional Manager East or West. If the complaint concerns one of them, it will be handled by the Director of Det Sociale Netværk/headspace Denmark.

How are my personal data handled in connection with a complaint?

When you submit a complaint, we process your enquiry as quickly as possible. Once your complaint has been dealt with, we delete the complaint and all related personal information.