Complaints Procedure – England
It is our intention to handle all matters smoothly and efficiently. However, misunderstandings or disagreements can occasionally occur. If you experience an issue, including concerns about your invoice, professional conduct, or treatment received, you have the right to make a complaint.
Making a Complaint: You can submit your complaint via email to [email protected] or by post to:
Balance My Hormones Complaints Department
International House
24 Holborn Viaduct
CITY OF LONDON, London EC1A 2BN
Who Can Complain:
- Current or former clients
- An authorized representative of a client, provided appropriate consent is obtained
Time Limits: Complaints must be made strictly within 3 months of your last contact with us. Complaints received after this period will generally be considered vexatious and may not be formally investigated.
Handling of Complaints: Upon receipt, we will acknowledge your complaint within 3 working days. Our aim is to resolve all complaints efficiently and fairly within 60 days. If an investigation takes longer than expected, we will periodically update you on our progress and provide a clear explanation for any delays. If additional time is required, we will inform you clearly about the reasons and anticipated timeframe.
Final Response: Our final response will clearly outline our investigation findings, any corrective actions taken, and an apology where appropriate. We consider matters resolved once a final response is provided.
Confidentiality: Your complaint will be treated with strict confidentiality. Information will be shared internally only as necessary to address your complaint or if legally required.
Persistent or Unreasonable Complaints: We reserve the right to limit contact methods or frequency or assign a single point of contact if a complainant engages in repeated, excessively frequent, hostile, or threatening communication, or repeatedly refuses to accept the resolution provided. or frequency or to assign a single point of contact for managing persistent, unreasonable, or aggressive complaints.
Feedback and Improvement: We genuinely value your feedback, which helps us continuously improve our services. Thank you for your understanding and cooperation.
