Complaints Procedure

Sarah Jane Holistics

 

How we handle complaints about our services

 

1. About This Document

At Sarah Jane Holistics, I strive to provide a professional, compassionate and high-quality service at all times. However, I recognise that there may be occasions when you feel dissatisfied with an aspect of my services.

This procedure explains how concerns and complaints can be raised and how they will be handled fairly, respectfully and confidentially.

 

2. Contact Details

All complaints should be directed to:

 

Sarah Jane Holistics
Sarah Jane Fitzgerald
Armley House
Shoreham Lane
St Michaels
Tenterden
Kent TN30 6EH

Email: sarahjane.holistics@gmail.com
Telephone: 07789 985627

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3. How to Make a Complaint

Please submit your complaint by email or in writing and include:

• Your full name and preferred contact details

• A clear description of your complaint

• The date(s) the issue occurred

• Any relevant information that may help with the investigation

If you need assistance in making a complaint, please let me know and I will do my best to support you.

 

4. Our Complaints Process

 

Step 1 – Acknowledgement

I will acknowledge your complaint within 5 working days of receiving it.

 

Step 2 – Investigation

I will review the circumstances surrounding your complaint and may contact you if further information is required.

 

Step 3 – Outcome

I aim to provide a written response within 20 working days. If additional time is required, I will keep you informed and explain the reasons for any delay.

 

Step 4 – Resolution

Where appropriate, I will seek to resolve complaints through explanation, discussion, apology, corrective action or service improvements.

 

Step 5 – Closure

Once the matter has been investigated and a response provided, the complaint will be considered closed unless further information becomes available.

 

5. Confidentiality

All complaints will be handled sensitively and confidentially. Information will only be shared where necessary to investigate and resolve the complaint or where required by law.

 

6. Further Information

Nothing within this procedure affects your legal rights.

If your complaint relates specifically to the way your personal data has been collected, stored or processed, please refer to the separate GDPR Complaints Procedure, available on our website.

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Thank you for bringing any concerns to my attention. Feedback and complaints are taken seriously and are viewed as an opportunity to learn, improve and maintain the highest standards of care and professionalism.