UK Slimming Club Ltd – Complaints Policy
Our Commitment
At UK Slimming Club Ltd, we strive to provide the best possible service and support. We
recognise that sometimes we may not get everything right. Your feedback — whether
concerns, complaints, or suggestions — is invaluable in helping us improve. We promise to
handle all complaints fairly, respectfully, and transparently.
How to Make a Complaint
You can raise a complaint in the following ways:
– Email: info@ukslimmingclub.co.uk
– Post: Unit 7, Oaks Business Park, Oaks Lane, Barnsley, S71 1HT
When submitting your complaint, please include:
– Your full name and contact details.
– A clear description of the issue, including relevant dates or reference numbers.
– Any resolution you are seeking.
– Please mark your message as a formal complaint.
Our Complaints Procedure
We follow a structured 7-step process to ensure consistency and fairness:
1. Categorise – The complaint is logged and classified.
2. Acknowledge –
– You’ll receive an informal acknowledgement within 1 working day.
– A formal acknowledgement will follow within 2 working days, providing:
– Your complaint reference number.
– The name of the lead investigator.
– A summary of your complaint.
– An estimated response timeframe.
3. Investigate – A thorough fact-finding review will take place. Clinical complaints may
involve consultation with relevant practitioners.
4. Action – Corrective measures are identified.
5. Respond – We aim to resolve most complaints within 20 working days. If delays occur,
you’ll receive regular updates. A final response will be provided within 5 days of completing
the investigation.
6. Report – Findings are documented for transparency.
7. Learn – Complaints are reviewed in governance meetings to identify trends and
implement improvements.
Resolution
Our written response will:
– Explain what happened and why.
– Detail actions taken to resolve the issue.
– Outline steps to prevent recurrence.
– Provide escalation options if you remain dissatisfied.
Time Limits
We encourage complaints to be raised within 6 months of the issue (or within 6 months of
becoming aware of it). Complaints raised later may still be considered at our discretion.
Privacy & Confidentiality
All complaints are handled in line with GDPR and the Data (Use and Access) Act 2025.
Information will only be used for the purpose of resolving your complaint and improving
our services.
Support and Assurance
– Making a complaint will never affect the care or service you receive from us.
– If you need assistance in submitting a complaint, our team will be happy to support you.