Compliments and Complaints Policy and Procedure

We are committed to providing a quality service by working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and by responding positively to complaints, and by putting mistakes right. Therefore, we aim to ensure that: 

• Making a compliment or complaint is as easy as possible

• We welcome compliments, feedback, and suggestions. 

• We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response 

• We deal with complaints promptly, politely and, when appropriate, confidentially. 

• We respond in the right way – for example, with an explanation, or an apology where we

have got things wrong, or with information on any action taken etc. 

• We learn from complaints, use them to improve our service. To this end we annually review our complaints policy and procedures.

Compliments 

We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and please confirm if these compliments can be used in our paper and online marketing.

Please send these to:

• Email: mark@shepherd-holistic.co.uk

• Phone: 07517 422 447

Complaints

You can make a complaint by:

• Email: mark@shepherd-holistic.co.uk

• Phone: 07517 422 447

Please provide as much information as possible, including your name, contact details, and details of your complaint.

What Happens Next

We will:

1. Acknowledge your complaint within 5 working days. 

2. Investigate the issues raised fairly and objectively. 

3. Keep you informed if our investigation is likely to take longer than expected. 

4. Provide a written response explaining our findings and any action we propose to take. 

We aim to respond to most complaints within 20 working days

Complaints About Personal Information

If your complaint relates to how we collect, use, store, share, or protect your personal information, it will be handled in accordance with UK data protection legislation.

This includes concerns about:

• The accuracy of your personal information. 

• How your information has been used. 

• Confidentiality or privacy issues. 

• Access to your personal information. 

• The security of your personal information. 

We will investigate these concerns carefully and provide a response as quickly as possible.

If You Are Not Satisfied

If your complaint concerns the handling of personal information and you are not satisfied with our response, you have the right to contact the UK data protection regulator:

Information Commissioner’s Office

You can find further information on the ICO website: Information Commissioner’s Office

Learning From Complaints

We keep a record of complaints and use the information provided to help improve our services, policies, and procedures. All complaints are handled confidentially and in accordance with our legal obligations.