How do you handle complaints?

We’re really sorry if something hasn’t gone as expected. If you make a complaint, here’s how we handle things:

For general complaints

If something wasn’t right with your treatment, we follow a three-step process to get to the bottom of it:

  1. We gather information
    We’ll listen to your side and reach out to your pro to understand theirs.
  2. We review the details
    Our team looks at everything objectively and fairly.
  3. We act on our decision
    Depending on what happened, this might mean refunding a treatment(s) or taking action against a client or pro. In more serious cases, we may involve:
  • Our trust & safety council
  • An external dispute service
  • The therapist’s insurance provider
  • The ICO (if it relates to your data)

A few things to check before making a complaint:

  • Your booking must have been made through the Urban app or website
  • You’ll need to have followed Urban’s terms and conditions before and during the booking

For sensitive complaints

If you're reporting something more serious, such as harassment, assault or a trust and safety issue, we’ll handle it with the utmost sensitivity and care.

These cases are rare, but when they do happen our team is ready to support you.

You can expect us to:

  • Acknowledge your report quickly
  • Listen without judgment or prejudice
  • Give you the option to speak with us over the phone
  • Keep you informed at every step
  • Protect your identity if that’s what you prefer
  • Refer you to specialist support services or help with police reporting if needed

We are a silver-accredited Trauma Informed Employer. Our support team is trained to handle sensitive cases, and our management team has CPD training in trauma, abuse and safeguarding.

If you'd prefer to speak to someone independent, these organisations can also help:

Police: Call 999 (emergency) or 111, or report online via the Met Police website