Complaints Policy | COACHD CLINIC

Complaints Policy

Last updated: January 31st, 2023

Introduction

We are committed to providing a high-quality service to all our clients. When something goes wrong, we encourage you to tell us about it as soon as possible. Complaints provide us with an opportunity to learn and improve for the future, as well as a chance to put things right for you.

1. Policy Aims

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure everyone at coachd.clinic knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do

2. Policy Scope

• The treatment and service received by our clients
• The quality of the product received by individuals purchasing from our web sites

3. Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and follow any relevant data protection requirements.

4. Procedure

• A complaint can be received verbally, by email or in writing.
• Please contact us with full details of your dissatisfaction within 14 days.

5. What happens next

1. A full account of your complaint will be recorded on our system.
2. We will contact you to acknowledge receipt of your complaint within 3 working days of receiving it, referencing the procedure outlined here.
3. We will then investigate your complaint within fourteen days. This will normally involve passing your complaint to our Head of Clinical Services, who will review your information and speak to any members of staff who liaised with you.
4. We will send you a detailed response, confirming what took place and any solutions that have been agreed upon.
5. If you are still not satisfied, you should contact us again and we will arrange to review the decision with our Board.
6. We will contact you again within 14 days of receiving your request for a further review, confirming our final position on your complaint, and our reasons for the decision taken.