Complaints Handling Procedure
Purpose
This procedure explains how complaints made to Wholefoods1st Nutrition Consultancy will be handled fairly, consistently and promptly.
We are committed to providing a professional service and take all complaints seriously.
How to Make a Complaint
Complaints can be submitted:
We aim to acknowledge complaints within 5 working days and no later than 30 calendar days.
The acknowledgement will:
Where a complaint involves personal or sensitive information, we may request reasonable proof of identity before disclosing information or progressing certain aspects of the investigation.
Investigation
Complaints will be reviewed fairly and objectively.
The investigation may include:
Outcome
Following the investigation, we will provide a written response which may include:
A record of all complaints and outcomes will be maintained securely in accordance with data protection requirements.
Continuous Improvement
Complaints will be reviewed periodically to identify themes, learning points or service improvements.
Purpose
This procedure explains how complaints made to Wholefoods1st Nutrition Consultancy will be handled fairly, consistently and promptly.
We are committed to providing a professional service and take all complaints seriously.
How to Make a Complaint
Complaints can be submitted:
- By email to: [email protected]
- Via website contact form
- Their name and contact details
- Details of the complaint
- Relevant dates or supporting information
- The outcome they are seeking
We aim to acknowledge complaints within 5 working days and no later than 30 calendar days.
The acknowledgement will:
- Confirm the complaint has been received
- Explain the next steps
- Confirm expected timescales
- Request further information if required
Where a complaint involves personal or sensitive information, we may request reasonable proof of identity before disclosing information or progressing certain aspects of the investigation.
Investigation
Complaints will be reviewed fairly and objectively.
The investigation may include:
- Reviewing correspondence and records
- Speaking with relevant individuals
- Requesting additional information
- Reviewing policies or procedures
Outcome
Following the investigation, we will provide a written response which may include:
- A summary of findings
- Any action taken
- Any proposed resolution
- Information about any further escalation routes where applicable
A record of all complaints and outcomes will be maintained securely in accordance with data protection requirements.
Continuous Improvement
Complaints will be reviewed periodically to identify themes, learning points or service improvements.