Priory: most-reported complaints
Automated analysis of 86 public Trustpilot reviews published 2019-02-03 to 2026-08-28. TrustScore 1.8 from 88 total reviews — see the Trustpilot page. Quick answer: is Priory legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues categorized as 'Other,' which accounted for 52% of the 62 complaints identified in 86 reviews. Poor core service was the next most frequent concern, representing 19% of complaints, followed by unhelpful support at 16% and unreachable support at 10%. The trend for 'Other' complaints is falling, while reports regarding poor core service and unhelpful support are rising. Support reachability issues have remained flat during the analyzed period.
How to reach Priory
These are the contact details Priory publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone +44 8081156716, email [email protected].
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2024-10-29 and last replied to a negative review on 2026-08-18. We last checked this profile on 2026-09-27 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.1★ on Google (252 reviews) — a 2.3-star gap between its Trustpilot and Google scores.
Severity: 58% of this company’s 62 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 9.3 days between the experience and publishing their negative review (63 reviews record both dates).
What their policy promises
support availability: round-the-clock support
“Through utilising all of our services, people are provided with convenient access to care and round-the-clock support.”
support availability: flexible opening hours
“Priory’s nationwide network of wellbeing centres provides quick and easy access to expert treatment, with flexible opening hours.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-08-31.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Sector benchmark: other makes up 52% of this company’s complaints vs a 22% median across 249 ranked companies in its sector.
Review velocity: 21 of this company’s 88 Trustpilot reviews (24%) were written in the last 12 months.
What are the most common complaints about Priory?
Other
32 reports · 52% of complaintsfalling“She has been locked in her room for last 2 wks,no access to fresh air or her own clothes”
11 readers marked this review helpful on Trustpilot.
“staff sleeping on the job no compassion from the staff all patients left freely”
11 readers marked this review helpful on Trustpilot.
“Ruined my sister’s life”
8 readers marked this review helpful on Trustpilot.
Poor core service
12 reports · 19% of complaintsrising since 2025-01“staff sleeping on the job no compassion from the staff all patients left freely”
11 readers marked this review helpful on Trustpilot.
“Washing machine broken for over 2 weeks”
5 readers marked this review helpful on Trustpilot.
“Total failure in duty of care.”
5 readers marked this review helpful on Trustpilot.
Support unhelpful
10 reports · 16% of complaintsrising since 2025-01“the psychiatrist called in sick indefinitely”
8 readers marked this review helpful on Trustpilot.
“resulting in a £157 charge for a session I physically couldn't attend, with no fault on my part.”
2 readers marked this review helpful on Trustpilot.
“Rude receptionist at Priory Hospital Woodbourne Birmingham.”
2 readers marked this review helpful on Trustpilot.
Support unreachable
6 reports · 10% of complaintssteady“Unable to answer extremely simple questions about their service without completing a referral first.”
5 readers marked this review helpful on Trustpilot.
“Can never get hold of anyone”
5 readers marked this review helpful on Trustpilot.
“AVOID CONTACTING THESE PEOPLE LIKE THE PLAGUE”
3 readers marked this review helpful on Trustpilot.
Billing errors
4 reports · 6% of complaintsrising since 2025-01“Dr didnt show up to 2 appointments but still charged me full whack for then not being there.”
4 readers marked this review helpful on Trustpilot.
“resulting in a £157 charge for a session I physically couldn't attend, with no fault on my part.”
2 readers marked this review helpful on Trustpilot.
“I was charged twice £99 for an Triage assessment which never happend”
The company replied on 2026-07-09: “We are very sorry to read about your experience and appreciate you taking the time to share your feedback. We understand how frustrating it must have been to experience repeated appointment issues…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
4 reports · 6% of complaintsrising since 2025-01“they wanted my money”
4 readers marked this review helpful on Trustpilot.
“In the google search ad it clearly states psychiatric assessment from £99 this is clearly an attempt to lure in clients”
The company replied on 2025-09-10: “Thank you for sharing your feedback with us. We’re sorry for any confusion around the pricing of our psychiatric assessments. Costs can vary depending on individual needs and the level of clinical…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“the amount of salary offered was half less and they pushed me to make a decision- take it or leave it.”
The company replied on 2025-07-02: “Thank you for sharing your feedback regarding your experience with Priory. We apologise for the situation you encountered. Our goal is to communicate interview outcomes to all candidates promptly,…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-01.