Contact Us
General Enquiries
Nessie, King James Academy Royston (Senior Site), Garden Walk, Royston, SG8 7JH
If you’re a professional or a school please email: info@nessieined.com (Monitored Daily)
If you need support regarding invoicing please call: 07907141459 – Please note: This number is monitored on a part-time basis (15 hours per week). Response times may vary. Please leave a message and we will get back to you as soon as possible.
Rachel Lambie
Chief Executive Officer
rlambie@nessieined.com
Operations Team
info@nessieined.com
How to Make a Complaint
We want everyone to feel safe, heard, and supported in our service. If something doesn’t feel right, or if you are unhappy with any part of your experience, please let us know — your feedback is important and helps us improve.
Step 1: Talk to Your Therapist
If you feel able to, we encourage you to share your concerns directly with your therapist. Many worries can be worked through together, and your therapist will want to support you in addressing any difficulties.
If you don’t feel comfortable doing this, that’s completely okay — you can ask for the contact details of their clinical supervisor instead.
Step 2: Get in Touch With Us
If you would prefer not to speak with your therapist, or if your concern has not been resolved, you are very welcome to contact us directly:
📧 info@nessieined.com
We will ensure your concern is passed to a manager who will review it carefully and respond to you as part of our complaints process.
Making a Formal Complaint
If you would like your concern to be formally reviewed, please email info@nessieined.com and we will guide you through the next steps. We also have a clear complaints process, including a flowchart, which is available if you would find it helpful.