Complaints Policy & Handling Procedure

Complaints Policy | Complaints Handling Procedure

  1. Definitions
    • In this Complaints Policy the following expressions have the following meanings:

 

“Appeal” means your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One;
“Appeal Handler” means an employee of The Body Reset Clinic Limited working at Director who will handle Level Two Complaints;
“Business Day” means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in Hartley Wintney;
“Complaint” means a complaint about goods or services sold by The Body Reset Clinic Limited, about our customer service, or about our employees or therapists;
[“Complaints Form”] means our standard complaints form, available from Hartley Wintney;
“Complaint Handler” means an employee of The Body Reset Clinic Limited working at Director who will handle Level One Complaints;
“Complaints Policy” means this document;
“Complaints Procedure” means the internal complaints handling procedure of The Body Reset Clinic Limited which is followed when handling a Complaint and is available from Hartley Wintney for your reference;
“Complaint Reference” means a unique code assigned to your Complaint that will be used to track your Complaint;
[“External Resolution”] means the referral of your Complaint to an external body or organisation for resolution if you are not satisfied with the outcome at Level Two;
“Level One” means the first stage in our complaints handling procedure under which your Complaint will be handled by a Complaint Handler; and
“Level Two” means the second stage in our complaints handling procedure under which you may appeal the outcome of a Level One Complaint.  Your Complaint will be handled by an Appeal Handler.

 

 

  1. Purpose of this Complaints Policy
    • The Body Reset Clinic Limited welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our goods or services, our customer service, or about our employees or therapists, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.
    • It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
      • To provide a clear and fair procedure for any customers who wish to make a Complaint about The Body Reset Clinic Limited, our goods or services, our customer service, or about our employees or therapists;
      • To ensure that everyone working for or with The Body Reset Clinic Limited knows how to handle Complaints made by our customers;
      • To ensure that all Complaints are handled equally and in a fair and timely fashion;
      • To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.

 

  1. What this Complaints Policy Covers
    • This Complaints Policy applies to the sale of goods and the provision of services by The Body Reset Clinic Limited, to our customer service and to our employees and therapists.
    • For the purposes of this Complaints Policy, any reference to The Body Reset Clinic Limited also includes our employees or therapists.
    • Complaints may relate to any of our activities and may include (but not be limited to):
      • The quality of customer service you have received from The Body Reset Clinic Limited;
      • The behaviour and/or professional competence of our employees or therapists;
      • Delays, defects or other problems associated with the sale of goods by The Body Reset Clinic Limited;
      • Delays, defects, poor workmanship or other problems associated with the provision of services by The Body Reset Clinic Limited;
    • The following are not considered to be Complaints and should therefore be directed to the appropriate person:
      • General questions about our goods or services;
      • Returns of damaged, faulty, incorrect or unwanted goods for exchange or refund in accordance with our Sale of Goods Terms and Conditions where there is no further complaint;
      • Matters concerning contractual or other legal disputes;
      • Formal requests for the disclosure of information, for example, under applicable legislation;

 

 

  1. Making a Complaint
    • All Complaints, whether they concern our goods or services, our customer service, or our employees or therapists, should be made in one of the following ways:
      • In writing, addressed to Vicki Styles, First Floor, 1 The High Street, Hartley Wintney RG27 8PE
      • By email, addressed to Vicki Styles at vicki@bodyresetclinic.co.uk
      • Using our Complaints Form, following the instructions included with the form;
      • By contacting us by telephone on 01252 843203
    • When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:
      • Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);
      • If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;
      • If you are making a Complaint about a particular transaction, the reference number, e.g. order number, invoice number etc.;
      • If you are making a Complaint about a particular employee or therapist of ours, the name and, where appropriate, position of that employee or therapist;
      • Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;
      • Details of any documents or other evidence you wish to rely on in support of your Complaint;
      • Details of what you would like The Body Reset Clinic Limited to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)

 

 

  1. How We Handle Your Complaint
    • The Body Reset Clinic Limited operates a two-stage complaints handling procedure. Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two.  If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two.  If you are still not satisfied at the end of Level Two, Complaints may progress to External Resolution as detailed below.
    • Level One:
      • Upon receipt of your Complaint, the director identified above in Section 4.1 will log the Complaint in our complaints log, and will acknowledge receipt of it in writing within 2 working days, giving you a Complaint Reference.
      • When we acknowledge receipt of your Complaint we will also provide details of your Complaint Handler. This may be the director to whom your original Complaint was directed (as above) or your Complaint may be assigned to another appropriate member of our team.
      • If your Complaint relates to a specific employee or therapist, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. Any communication between you and the employee or therapist in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the employee or therapist in question directly concerning the Complaint while we are working to resolve it.
      • If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
      • We aim to resolve Level One Complaints within 3 working days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
      • At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an Appeal.
    • Level Two:
      • If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within 5 working days, and have the complaint escalated to Level Two. Appeals are handled by the director.
      • Appeals, quoting your original Complaint Reference, should be directed to your original Complaint Handler who will forward the request to an appropriate Appeal Handler. Receipt of Appeals will be acknowledged in writing within 2 working days.  When we acknowledge receipt of your Appeal we will also provide details of your Appeal Handler.
      • If your Complaint relates to a specific employee or therapist, that person will be informed of your Appeal and given a further opportunity to respond. Any communication between you and the employee or therapist in question should take place only via the Appeal Handler and we respectfully ask that you do not contact the employee or therapist in question directly concerning the Complaint while we are working to resolve it.
      • If we require any further information or evidence from you, the Appeal Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
      • We aim to resolve Level Two Complaints within 7 working days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
      • At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final [, subject to your right to seek External Resolution of your Complaint].
      • [[As we are a member of] OR [As we are regulated by] OR [<<insert appropriate association or connection>>] <<insert name of organisation>> you, as our customer, have the right to seek External Resolution of your Complaint from that organisation if you are not satisfied with the outcome of your Level Two Complaint.]]

 

  1. Confidentiality and Data Protection
    • All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees or therapists of The Body Reset Clinic Limited who need to know in order to handle your Complaint.
    • We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting Vicki Styles, whose details are provided above in Section 4.1.
    • All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and your rights thereunder, as set out in our Privacy Notice available from our clinic in Hartley Wintney.

 

  1. Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact our reception team by post at First Floor, 1 High Street, Hartley Wintney, RG27 8PE, by telephone on 01252 843203, or by email at info@bodyresetclinic.co.uk.

 

  1. Policy Responsibility and Review
    • Overall responsibility for this Complaints Policy within The Body Reset Clinic Limited and the implementation thereof lies with Vicki Styles, Director.
    • This Complaints Policy is regularly reviewed and updated as required.
    • This Complaints Policy was adopted on 01/12/2025.
    • This Complaints Policy was last reviewed on01/12/2025.

 

 

  1. Definitions and Interpretation
    • In this Complaints Handling Procedure the following expressions have the following meanings:

 

“Appeal” means a request from a Customer to escalate a Complaint to Level Two following an unsatisfactory outcome at Level One;
“Appeal Handler” means an employee of The Body Reset Clinic Limited working at Director who will handle Level Two Complaints;
“Business Day” means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in First Floor, 1 High Street, Hartley Wintney RG27 8PE;
“Complaint” means a complaint about goods or services sold by The Body Reset Clinic Limited, about our customer service, or about our employees or Therapists;
[“Complaints Form”] [means our standard complaints form for use by Customers, available from First Floor, 1 High Street, Hartley Wintney RG27 8PE;]
“Complaint Handler” means an employee of The Body Reset Clinic Limited working at Director who will handle Level One Complaints;
“Complaints Policy” means our customer complaints policy, available from First Floor, 1 High Street, Hartley Wintney RG27 8PE;
“Complaint Reference” means a unique code assigned to a Complaint that will be used to track that Complaint;
“Customer” means a customer of The Body Reset Clinic Limited  and includes potential customers (no purchase necessary);
“Decision Letter” means a letter sent by a Complaint Handler or Appeal Handler to a Customer informing that Customer of the outcome of their Complaint;
[“External Resolution”] [means the referral of a Complaint to an external body or organisation for resolution by a Customer if that Customer is not satisfied with the outcome at Level Two;]
“Investigation Report” means the report prepared by a Complaint Handler or Appeal Handler detailing his/her investigation;
“Level One” means the first stage in this Complaints Handling Procedure under which Complaints will be handled by a Complaint Handler;
“Level Two” means the second stage in this Complaints Handling Procedure under which a Customer may appeal the outcome of a Level One Complaint and under which Complaints will be handled by an Appeal Handler;
“Recommendation” means the recommended resolution to a Complaint made by a Complaint Handler or Appeal Handler; and
“Resolution Action” means the available actions to be taken in response to a Complaint as detailed in Section 8.

 

  1. What this Complaints Handling Procedure Covers
    • This Complaints Handling Procedure applies to Complaints pertaining to the sale of goods or the provision of services by The Body Reset Clinic Limited, to our customer service and to our employees or Therapists.
    • For the purposes of this Complaints Handling Procedure, any reference to The Body Reset Clinic Limited also includes our employees or Therapists.
    • Complaints may relate to any of our activities and may include (but not be limited to):
      • The quality of our customer service;
      • The behaviour and/or professional competence of our employees or Therapists;
      • Delays, defects or other problems associated with the sale of goods;
      • Delays, defects, poor workmanship or other problems associated with the provision of services;
    • The following do not constitute Complaints. Customers raising such questions or matters should be directed to the reception team:
      • General questions about our goods or services;
      • Returns of damaged, faulty, incorrect or unwanted goods for exchange or refund in accordance with our Sale of Goods Terms and Conditions where there is no further complaint;
      • Matters concerning contractual or other legal disputes;
      • Formal requests for the disclosure of information including, but not limited to, those made under the applicable legislation;

 

  1. Receipt and Recording of Complaints
    • Customers may make Complaints to The Body Reset Clinic Limited using any of the following methods:
      • In writing, addressed to Vicki Styles, Director, First Floor, 1 High Street, Hartley Wintney RG27 8PE;
      • By email, addressed to Vicki Styles, Director at info@bodyresetclinic.co.uk;
      • Using our Complaints Form, following the instructions included with the form;
      • By contacting us by telephone on 01252 843 203.
    • Upon receipt of Complaints, the following steps should be taken immediately:
      • If a written Complaint is received by post, Reception Team should report to Vicki Styles along with potential resolution;
      • If a written Complaint is received by email, Reception Team should report to Vicki Styles along with potential resolution;
      • If a Complaints Form is received, Vicki Styles, Director must <<describe steps for logging or recording>>;]
      • [If a Complaint is made by telephone, Reception Team should report to Vicki Styles along with potential resolution;
      • All Complaints must be given a Complaint Reference and forwarded to an appropriate Complaint Handler, selected in accordance with Section 6.1 within 3 Business Days.
    • All Complaints must be acknowledged in writing within 2 working days of receipt by the Reception Team. The acknowledgement should inform the Customer of their Complaint Reference, their assigned Complaint Handler and should include copies of The Body Reset Clinic Limited’s Customer Complaint Policy and this Complaints Handling Procedure.

 

  1. Complaint Information
    • Customers are advised in our Complaints Policy that the following information should be provided in as much detail as is reasonably possible when making a Complaint:
      • The Customer’s name, address, telephone number and email address, indicating any preferred method of communication;
      • If the Customer is being represented by a third party, the information set out in Section 4.1.1 should be provided in reference to both parties;
      • If the Complaint relates to a particular transaction, the reference, e.g. order number, invoice number etc.;
      • If the Complaint relates to a particular employee or therapist, the name and, where appropriate, position of that employee or therapist;
      • Further details of the Complaint including, as appropriate, all times, dates, events, and people involved;
      • Details of any documents or other evidence on which the Customer wishes to rely in support of the Complaint;
      • Details of how the Customer would like The Body Reset Clinic Limited to resolve the Complaint. Whilst we undertake to make all reasonable efforts to accommodate such requests, however, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.

 

If the information detailed in Section 4.1 is missing, insufficiently detailed, or incomplete, The Reception Team should contact the Customer within 2 Business Days of receipt of the Complaint to request further information.

  1. Complaint Levels
    • The Body Reset Clinic Limited operates a two-stage complaints handling procedure. Upon receipt, all new Complaints should be handled in accordance with the Level One procedure set out in Section 6 below.  It is our policy to use all reasonable endeavours to resolve all Complaints to Customers’ satisfaction at Level One.
    • If a Customer is not satisfied with the resolution of their Complaint at Level One, he/she may request that the Complaint is escalated to Level Two in the form of an Appeal at which point the Complaint should be handled in accordance with the Level Two procedure set out in Section 7 below.

 

  1. Level One Complaints
    • The following staff members are qualified and eligible Complaint Handlers for Level One Complaints:
      • Complaints pertaining to customer service may be referred to Reception Team & Vicki Styles
      • Complaints pertaining to the behaviour and/or professional competence of our employees or Therapists may be referred to Vicki Styles
      • Complaints pertaining to goods may be referred to the reception team.
      • Complaints pertaining to services may be referred to Reception Team & Vicki Styles.
    • Upon receipt of a Complaint, the Complaint Handler shall consider the Complaint and make a decision within 5 Business Days whether to:
      • Investigate the Complaint fully if it is considered to be valid, in which case the procedure should resume from Section 6.3; or
      • Dismiss the Complaint if it is considered to be invalid, in which case the Complaint Handler should inform the Customer of his/her decision in writing within 5 Business Days.
    • Subject to delays arising from circumstances beyond his/her reasonable control (including, but not limited to, delays in other persons responding to communications), the Complaint Handler shall have a period of 5 Business Days in which to fully investigate the Complaint and to decide upon appropriate Resolution Action(s).
    • If the Complaint relates to (a) particular employee(s) or therapist (a “Complainee” or “Complainees”), the Complaint Handler shall inform the Complainee(s) in question of the Complaint and arrange meetings or telephone calls as required to discuss the Complaint.  In such cases, the Complainee(s) should not, under any circumstances, contact the Customer directly regarding the Complaint.  If the Customer contacts the Complainee(s) directly regarding the Complaint (which they are requested not to do in our Complaints Policy), the Complainee(s) should respectfully refuse to discuss the matter, referring the Customer to Section 5.2.3 of our Complaints Policy.  Any such contact should be reported to the Complaint Handler.
    • If the Complaint Handler requires additional information or evidence in support of the Complaint, the Complaint Handler shall contact the Customer using the Customer’s preferred method of communication, stating clearly what information or evidence is required. Customers should be respectfully reminded that any delay in their response to such a request may delay the resolution of their Complaint, as per Section 5.2.4 of our Complaints Policy.
    • If a Customer is unable or unwilling to provide information or evidence requested under Section 6.5, the Complaint Handler must nevertheless use all reasonable endeavours to resolve the Complaint. If, however, the Complaint Handler considers that it is not possible to uphold the Complaint in the absence of the requested information or evidence, he or she may close the Complaint and inform the Customer of the outcome in accordance with Sections 6.9 to 6.12.
    • The Complaint Handler shall examine and evaluate the Complaint, taking full account of all relevant statements, information, evidence and circumstances and shall maintain full objectivity and fairness at all times.
    • Subject to the exceptions in Section 6.8.1, During the investigation of the Complaint, the Complaint Handler shall have access to all records, information, employees or Therapists that may be necessary to enable him/her to carry out an impartial and thorough investigation.
    • Following his/her examination of the Complaint, the Complaint Handler shall reach a decision within the time period set out in Section 6.3 (subject to the exceptions noted therein). Resolution Actions that may be chosen are set out in Section 8.
    • Upon reaching a decision, the Complaint Handler shall send an Investigation Report and Recommendation for review and authorisation by Vicki Styles, Director who shall be required to respond within 2 Business Days.
    • In the event that Vicki Styles, Director does not agree with the Complaint Handler’s decision and/or Recommendation under Section 6.10 he/she must give reasons for such disagreement and the Complaint Handler shall have a further 2 Business Days to revise his/her decision and/or Recommendation and resubmit it to Vicki Styles, Director for review and authorisation. If, following resubmission, Vicki Styles, Director still does not agree with the decision and/or Recommendation, Vicki Styles, Director’s preferred decision and/or Recommendation shall be final.
    • Upon reaching a decision under Section 6.9 or Upon receiving approval or a final decision under Section 6.10 or 6.11, as applicable, the Complaint Handler shall send an Investigation Report and Decision Letter to the Customer by first class post or by email, as appropriate. Decision Letters shall set out the decision, the Resolution Action(s), and shall remind the Customer of their right to escalate the Complaint to Level Two.
    • If a delay either occurs or is considered likely to occur at any stage of the Level One procedure, the Complaint Handler shall inform the Customer using the Customers preferred communication method. The Customer should be informed of the length or likely length of the delay and the reasons therefor.
    • The Customer shall have a time limit of 10 Business Days within which to make an Appeal if he/she wishes to escalate the Complaint to Level Two.
    • Upon receipt of an Appeal, the following steps should be taken immediately by the Complaint Handler:
      • If a written Appeal is received by post, the Complaint Handler must report to Vicki Styles
      • If a written Appeal is received by email, the Complaint Handler must forward to Vicki Styles
      • If an Appeal is made by telephone, the Complaint Handler must notify Vicki Styles
    • All Appeals must be forwarded to an appropriate Appeal Handler, selected in accordance with Section 7.1 within 5 Business Days.
    • All Appeals must be acknowledged in writing within 2 of receipt by the Reception Team. The acknowledgement should inform the Customer of their assigned Appeal Handler.

 

  1. Level Two Complaints
    • The following staff members are qualified and eligible Appeal Handlers for Level Two Complaints:

Vicki Styles

  • Upon receipt of an Appeal, the Appeal Handler shall consider the Appeal and make a decision within 5 Business Days whether to:
    • Investigate the Complaint fully if it is considered to be valid, in which case the procedure should resume from Section 7.3; or
    • Dismiss the Complaint if it is considered to be invalid, in which case the Appeal Handler should inform the Customer of his/her decision in writing within 5 Business Days. If the Complaint is so dismissed, the Complaint may be dismissed in its entirety, or the Resolution Action from Level One may stand.
  • Subject to delays arising from circumstances beyond his/her reasonable control (including, but not limited to, delays in other persons responding to communications), the Appeal Handler shall have a period of 5 Business Days in which to fully investigate the Complaint and to decide upon appropriate Resolution Action(s).
  • If the Complaint relates to (a) particular Complainee(s), the Appeal Handler shall inform the Complainee(s) in question of the Appeal and arrange meetings or telephone calls as required to discuss the Complaint. In such cases, the Complainee(s) should not, under any circumstances, contact the Customer directly regarding the Complaint.  If the Customer contacts the Complainee(s) directly regarding the Complaint (which they are requested not to do in our Complaints Policy), the Complainee(s) should respectfully refuse to discuss the matter, referring the Customer to Section 5.3.3 of our Complaints Policy.  Any such contact should be reported to the Appeal Handler.
  • If the Appeal Handler requires additional information or evidence in support of the Complaint, the Appeal Handler shall contact the Customer using the Customer’s preferred method of communication, stating clearly what information or evidence is required. Customers should be respectfully reminded that any delay in their response to such a request may delay the resolution of their Complaint, as per Section 5.3.4 of our Complaints Policy.
  • If a Customer is unable or unwilling to provide information or evidence requested under Section 7.5, the Appeal Handler must nevertheless use all reasonable endeavours to resolve the Complaint. If, however, the Appeal Handler considers that it is not possible to uphold the Complaint in the absence of the requested information or evidence, he or she may close the Complaint and inform the Customer of the outcome in accordance with Sections 7.9 to 7.12.
  • The Appeal Handler shall examine and evaluate the Complaint, taking full account of all relevant statements, information, evidence and circumstances and shall maintain full objectivity and fairness at all times.
  • Subject to the exceptions in 7.8.1, During the investigation of the Complaint, the Appeal Handler shall have access to all records, information, employees or Therapists that may be necessary to enable him/her to carry out an impartial and thorough investigation.
  • Following his/her examination of the Complaint, the Appeal Handler shall reach a decision within the time period set out in Section 7.3 (subject to the exceptions noted therein). Resolution Actions that may be chosen that may be chosen are set out in Section 8.
  • Upon reaching a decision, the Appeal Handler shall send an Investigation Report and Recommendation for review and authorisation by Vicki Styles, Director who shall be required to respond within 2 Business Days.
  • In the event that Vicki Styles, Director does not agree with the Appeal Handler’s decision and/or Recommendation under Section 7.10 he/she must give reasons for such disagreement and the Appeal Handler shall have a further 2 Business Days to revise his/her decision and/or Recommendation and resubmit it to Vicki Styles, Director for review and authorisation. If, following resubmission, Vicki Styles, Director still does not agree with the decision and/or Recommendation, Vicki Styles, Director’s preferred decision and/or Recommendation shall be final.
  • Upon reaching a decision under Section 7.9 or Upon receiving approval or a final decision under Section 7.10 or 7.11, as applicable, the Appeal Handler shall send an Investigation Report and Decision Letter to the Customer by first class post or by email, as appropriate. Decision Letters shall set out the decision and the Resolution Action(s).
  • If a delay either occurs or is considered likely to occur at any stage of the Level Two procedure, the Appeal Handler shall inform the Customer using the Customer’s preferred communication method. The Customer should be informed of the length or likely length of the delay and the reasons therefor.

 

  1. Implementation of Resolution Actions

Upon the conclusion of a Complaint, whether at Level One or Level Two the Resolution Action(s) settled upon shall require implementation in a timely manner.  Responsibility for the implementation of Resolution Actions ultimately lies with the following and may be delegated thereby, as appropriate:

  • Vicki Styles
  1. Recording of Resolution Actions
    • Upon the conclusion of a Complaint and the implementation of the applicable Resolution Action(s), Vicki Styles, Director shall save all documentation in a secure folder on OneDrive.
  2. Confidentiality and Data Protection
    • All Complaints, Appeals, evidence and other information gathered, held and processed under this Complaints Handling Procedure shall be treated with the utmost confidence at all times. Such information may be shared with employees or Therapists of The Body Reset Clinic Limited only to the extent required to resolve the Complaint in question in accordance with this Complaints Handling Procedure.
    • In the event that the details of a Complaint are to be used for training or quality improvement purposes, in which case they will be shared with other employees or Therapists of The Body Reset Clinic Limited beyond the scope of this Complaints Handling Procedure, the relevant Customer’s express permission must first be sought using that Customer’s preferred contact method. Personal details (that is, anything that may be used to identify the Customer) shall be removed from all information so used.  Such permission may be revoked at any time in accordance with the Customer’s right to do so under Section 6.2 of our Customer Complaints Policy.
    • All personal information collected by The Body Reset Clinic Limited (including, but not limited to, Customers’ names and contact details) shall only be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and Customers’ rights thereunder, as set out in our Privacy Policy available from First Floor, 1 High Street, Hartley Wintney RG27 8PE.

 

  1. Procedure Review and Responsibility
    • Overall responsibility for this Complaints Handling Procedure and the implementation thereof lies with Vicki Styles, Director.
    • This Complaints Handling Procedure shall be reviewed regularly at intervals of not more than 1 year and shall be updated as required.
    • This Complaints Handling Procedure was adopted on 15th December 2025.
    • This Complaints Handling Procedure was last reviewed on 15th December 2025.