At Preciva Health Ltd, we pride ourselves on delivering exceptional functional medicine and nutritional therapy services to our clients. We believe in the importance of transparency, respect, and integrity in all our interactions. In line with our commitment to excellence, we know that sometimes our services might not meet your expectations. This Complaints Policy assures you of our serious consideration of your concerns. We are committed to resolving them in a fair, efficient, and effective manner.

Purpose

This policy aims to outline a clear and straightforward process for handling complaints. It ensures that all concerns raised by our clients are addressed promptly. It also ensures they are addressed respectfully, in accordance with our values and legal obligations.

This policy applies to any dissatisfaction expressed by clients regarding our services, staff, or operations. We welcome feedback from all clients and are committed to handling each complaint with the utmost confidentiality and professionalism.

Complaints Procedure

How To Make A Complaint:

1. Submission: Complaints can be submitted via email to info@precivahealth.com. Please include as much detail as possible about your concern. Include any relevant dates and times. Mention the names of any staff involved.
2. Acknowledgment: We will acknowledge receipt of your complaint within 48 hours. We will provide you with a reference number. You will also receive the name of the staff member handling your case.
3. Investigation: Your complaint will be thoroughly investigated by the relevant team member. We may contact you to seek further information or clarification to ensure a comprehensive review of the issues raised.
4. Resolution: We aim to resolve all complaints within 28 days of receipt. You will be informed of the outcome in writing, including any actions taken in response to your complaint.

Escalation

Should you be dissatisfied with the outcome, you may request a review of your complaint by a senior team member. Further, we will provide information on external bodies you may contact if you are not satisfied with the resolution provided.

Confidentiality

All complaints will be treated with strict confidentiality and in compliance with the General Data Protection Regulation (GDPR) 2018 and the Data Protection Act 2018. Your personal data will only be used as necessary to address your complaint.

Review and Monitoring

We are committed to learning from the feedback we receive. Complaints are regularly reviewed to identify trends and areas for improvement. This policy will be reviewed annually to ensure it remains effective and compliant with current legislation.

How do we protect and safeguard your data?

We take the security of your data very seriously. We will only use information collected lawfully in accordance with the General Data Protection Regulation (GDPR) 2018, and Data Protection Act 2018. Our internal policies and controls are designed by default to ensure that your personal data is not accidentally destroyed, misused, disclosed or lost and is not accessed except by our employees or contractors in the performance of their duties.
Where we engage third parties to process personal data on our behalf, they do so under written instructions, a duty of confidentiality and are obliged to implement appropriate technical and organisational measures to ensure the security of data.

Contact Information

For complaints, please contact customer services at info@precivahealth.com