Complaints and feedback

Everyone at Thinkaction is committed to giving you the best quality service and we appreciate your feedback – good or bad – to enable us to continually improve the way we support you.

If you have any suggestions as to how we can improve our service, we want to hear about them. You can give us feedback on our contact form.


Our complaints procedure

  • Whether your complaint is verbal or written it’ll be formally recorded by us
  • Your complaint will normally be investigated by our local manager or an appropriate person
  • We aim to resolve your complaint satisfactorily within 20 days. If this isn’t possible we’ll let you know
  • If your complaint is not resolved to your satisfaction we’ll pass it to more senior staff to investigate further

We’ll do all we can to sort out your issue as quickly as possible. If you’re unhappy about how you’re being treated we’ll try our best to find an informal way to resolve the issue.

At your initial assessment, we’ll explain what your Thinkaction treatment or service will entail together with the waiting times and length of treatment.


How to make a complaint

Firstly, speak to your local Thinkaction manager. Alternatively, you can write/email your local service, email feedback@addaction.org.uk or write to us at our head office:

Addaction, Gate House, 1-3 St John’s Square, London, EC1M 4DH

If you’re still unhappy, you can make a complaint to The Ombudsman. They will normally only take on a complaint if you have been through our process and you are not satisfied with the outcome. You can contact their helpline on 0345 015 4033.

Visit the Ombudsman website


Thinkaction is part of Addaction, a registered charity.

Visit the Addaction website