1.  About This Document 

      This document sets out the complaints procedure for Vflexology (referred to as “we”, “us” and “our” throughout this document). 

 

2.  Our Contact Details 

     All non GDPR-related complaints should be directed to us using the contact details below. 

     Business Name - Vflexology 

     Registered Address - South Lawne, West Bletchley MK3 6BX 

     Complaints Email - vflexology@gmail.com 

     Complaints Post - Valerie Swanton, Reflexologist. Email address as above 

     Privacy Policy - https://www.vflexology.co.uk/privacy-policy

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We always aim to provide a safe, relaxing, and professional reflexology and wellbeing experience. However, if you are unhappy with any aspect of your care or service, we want to hear about it so we can address your concerns immediately.

 

Stage 1: Informal Resolution

• What to do: Please raise any immediate concerns directly with me during your treatment or contact me via phone or email within 7 days of your appointment.

• My timeline: As a solo practitioner, I will listen to your concerns immediately and aim to find a mutually agreeable, practical solution within 3 working days.

• Goal: To quickly resolve minor misunderstandings or immediate issues regarding the treatment environment, booking process, or service.

 

Stage 2: Formal Investigation

• What to do: If we cannot resolve the issue informally, please submit your complaint in writing via email using the contact details in Section 2. 

• Details to include: Please provide your name, contact details, the date of your treatment, the specific nature of your complaint, and your preferred outcome. 

• My timeline: I will acknowledge receipt of your written complaint within 3 working days. I will review the details objectively, consult my records, and send you a comprehensive written "Final Response" within 15 working days.

• Insurance note: In line with standard business practice, any claims or formal complaints alleging injury or malpractice will be shared immediately with my insurance broker, the Alan Boswell Group.

 

Stage 3: External Review (Professional Body)

If you remain unsatisfied with my final response, or if the matter remains unresolved after 8 weeks, you have the right to escalate your complaint to my professional registering body for an independent, external review:

·       Association of Reflexologists (AoR)

        o   Website: aor.org.uk

 NB: The AoR Complaints Policy requires complaints to be submitted in writing within 12 months of the event. The AoR can Investigate professional conduct but cannot arrange refunds or financial compensation.