Complaints Procedure

Our Commitment

At Find Your Health, we are committed to providing high-quality services and excellent customer care. We value your feedback and take all complaints seriously.

This complaints procedure explains how you can make a complaint and how we will handle it. We aim to resolve all complaints fairly, promptly, and effectively.

What is a Complaint?

A complaint is an expression of dissatisfaction about any aspect of our service, including:

• • The quality of our content or services
• • The behavior of our staff or representatives
• • Issues with our website functionality
• • Concerns about privacy or data handling
• • Accessibility issues
• • Any other aspect of our service

How to Make a Complaint

Step 1: Contact Us

Please contact us with your complaint using one of the following methods:

• •
  Email: hello@findyourhealth.co.uk
• •
  Post: ABL Health Ltd, [Address] (available upon request)

What to Include

To help us resolve your complaint quickly, please provide:

• • Your name and contact details
• • A clear description of the issue
• • When the issue occurred
• • What outcome you are seeking
• • Any relevant documentation or evidence

Our Complaints Process

Stage 1: Initial Response

We will acknowledge your complaint within 2 business days of receiving it. We will provide you with a reference number and the name of the person handling your complaint.

Stage 2: Investigation

We will investigate your complaint thoroughly and fairly. This may involve:

• • Reviewing relevant records and documentation
• • Speaking with staff members involved
• • Examining the circumstances surrounding your complaint

We aim to complete our investigation and provide a response within 10 business days.

Stage 3: Response

We will send you a written response that includes:

• • Our findings
• • Any actions we have taken or will take
• • An explanation of our decision
• • Information about next steps if you are not satisfied

If You Are Not Satisfied

If you are not satisfied with our response, you can request that your complaint be escalated to a senior manager. Please contact us within 14 days of receiving our response, explaining why you are not satisfied and what you would like us to do.

We will review your complaint again and provide a final response within 10 business days.

External Complaints Bodies

If you remain dissatisfied after our internal complaints process, you may be able to refer your complaint to an external body, depending on the nature of your complaint:

Data Protection

For complaints about data protection or privacy, you can contact the Information Commissioner's Office (ICO):

• • Website: ico.org.uk
• • Phone: 0303 123 1113

Alternative Dispute Resolution

You may also be able to use alternative dispute resolution services. We will provide information about relevant ADR providers if applicable to your complaint.

Time Limits

We will consider complaints made within 12 months of the incident occurring. Complaints made outside this timeframe may still be considered if there are exceptional circumstances.

Confidentiality

We treat all complaints confidentially. We will only share information about your complaint with those who need to know to investigate and resolve it. We will not disclose your personal information without your consent, except where required by law.

Learning from Complaints

We use complaints as an opportunity to improve our services. We regularly review complaints to identify trends and areas for improvement. Your feedback helps us provide better service to all our users.

Contact Us

If you have any questions about our complaints procedure or need assistance making a complaint, please contact us: