Complaints Policy

Her Nutrition and Health Clinic is entirely committed to providing high-quality nutrition and pelvic physiotherapy services to every client. However, it is appreciated there may be occasions when you have concerns or complaints about services. All complaints are considered seriously and are addressed promptly and fairly. This policy outlines the procedure for making a complaint and how it will be handled and resolved.

1. Making a Complaint

Clients who have a concern or complaint about any service should follow these steps:

a. Informal Discussion: In the first instance, it is encouraged that clients raise their concerns directly with Octavia. Often, concerns can be resolved through open communication. You can discuss your complaint during your next scheduled appointment or make immediate contact by email.

b. Formal Complaint: If the concern is not resolved through informal discussion, you can submit a formal complaint in writing. Please send an email addressed to Octavia Palmer at info@hernutritionandhealthclinic.com. Your complaint should provide details of the issue, relevant dates, and any supporting documentation.

2. Complaint Handling Procedure

a. Acknowledgment: Upon receiving a formal complaint, acknowledgement of its receipt will be sent within 1 working day. This acknowledgement will include information about the complaint handling process.

b. Investigation: A thorough investigation into the complaint, reviewing any relevant records and communications with all parties involved will be handled. This investigation may take up to 10 working days, depending on the complexity of the issue.

c. Response: Once the investigation is complete, you will be provided with a written response detailing the findings, any actions taken, and any proposed solutions. This response will be sent to you within 3 working days of completing the investigation.

3. Escalation

If you are not satisfied with the response provided, you have the option to escalate the complaint by:

a. Requesting a review of the decision with Octavia Palmer if applicable.

b. Contacting a relevant professional association or regulatory body, if appropriate.

4. Confidentiality

All complaints will be handled with the utmost confidentiality. Information regarding the complaint will only be shared with individuals directly involved in the investigation and resolution process.

5. Continuous Improvement

Your feedback is greatly valued, and complaints may be used as an opportunity to improve available services. Any complaints will be frequently reviewed to identify trends and areas for improvement.

6. Contact Information

If you have a complaint or concern, please contact:

Her Nutrition and Health Clinic

info@hernutritionandhealthclinic.com 

There is full commitment to address any concerns and issues in a professional and timely manner.

January 2025