Complaints Policy​
​
​
1. Definitions - In this document the following terms have the following meanings:
Appeal – means your request to escalate a complaint from level one to level two if you are not satisfied with the outcome of level one.
Appeal handler – means an employee of Metabolic Health Nutrition Ltd working at management level who will handle level two complaints.
Business day – means any day (with the exception of Saturday or Sunday) on which ordinary banks are open for their full range of business in Poole.
Complaint – means a complaint about our staff, our customer liaison and the services sold by Metabolic Health Nutrition.
Complaint handler - means an employee of Metabolic Health Nutrition Ltd working at management level who will handle level one complaints.
Complaint policy – refers to this document.
Complaints procedure – means the internal complaints handling procedure of Metabolic Health Nutrition Ltd which is followed when handling a complain and is available from met.health.nut@gmail.com for perusal.
External resolution – means the referral of a complaint to an external organization for resolution if satisfaction is not achieved with the outcome for level two.
Level one – means the first stage in our complaints handling procedure under which your complaint will be handled by a complaint handler; and
Level two – means the second stage of our complaints handling procedure under which you may appeal to the outcome of a level one complaint. Your complaint will be handled by an appeal handler.
2. Purpose of this Complaints Policy
​
2.1 Metabolic Health Nutrition Ltd are keen to receive any feedback on our services as we would like to genuinely resolve any matters and also continuously improve our service to clients.
2.2 We will endeavour to resolve any complaint in a smooth and rapid manner, internally if possible. Our aims for achieving this are as follows:
2.2.1 To assimilate all complaints information and to learn any important lessons from them.
2.2.2 To ensure that any complaint handlers in Metabolic Health Nutrition Ltd are aware of their role in handling complaints satisfactorily.
2.2.3 To ensure that all complaints are handled in a timely and consistent way.
2.2.4 To offer clients an easy to navigate complaints policy.
3. What this Policy Covers
​
3.1 This policy applies to the provision of services by Metabolic Health Nutrition Ltd to the client, but under this name it also includes those to employers, agents and subcontractors.
3.2 Complaints may relate to any of our activities and may include (but not be limited to):
3.2.1 Delays, poor workmanship or defects associated with the services offered by Metabolic Health Nutrition.
3.2.2 The quality of the customer service received from Metabolic Health Nutrition Ltd.
3.2.3 The professional conduct or competence of Metabolic Health Nutrition Ltd.
3.3 The following exclusions are not considered complaints:
3.3.1 Formal requests for the disclosure of information, e.g. under the data protection act.
3.3.2 Matters relating to contractual or other legal disputes.
3.3.3 General questions about our services.
​
4. Making a Complaint
4.1 Any type of complaint, regardless of who it is directed to, should be sent for the attention of Sarah Delvin at met.health.nut@gmail.com. When making a complaint the following information is required:
4.1.1 Name, telephone number, e-mail address and postal address, with an indication as to your preferred method of contact.
4.1.2 If this complaint is on behalf of another person, then please include their contact details as well and highlight who is to remain the point of contact.
4.1.3 If the complaint is in relation to a specific member of staff
​
5. How we Handle your Complaint
5.1 Metabolic Health Nutrition Ltd operates within a two-stage complaints handling procedure with the intention of resolving complaints satisfactorily at level one without escalation level two. Escalation to level two and ultimately external resolution is at the client’s discretion.
5.2 Level One:
5.2.1 Upon receipt of your complaint, the management identified in section 4.1 will log the complaint in our complaints log and will acknowledge receipt of it in writing within 14 days, giving you a complaint reference.
5.2.2 When we acknowledge receipt of your complaint, we will also provide details of your handler. This may be the management to whom your original complaint was directed or another appropriate member of the team.
5.2.3 If your complaint relates to a specific employee, agent or subcontractor, that person will be informed of your complaint and given a fair and reasonable opportunity to respond. Any communication between you and the employee, agent or subcontractor in question should take place only via the handler and we respectfully ask that you do not contact the employee, agent or subcontractor in question directly concerning the complaint.
5.2.4 If we require any further details you will be contacted by the complaint handler as soon as possible. We will endeavour to only contact you if it is considered important for complaint resolution. Timely return of information or evidence would be appreciated to avoid delaying the process. If this information is not forthcoming then we will make every effort to proceed without it.
5.2.5 We aim to resolve Level One Complaints within 28 days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
5.2.6 At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an Appeal.
5.3 Level Two:
5.3.1 If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within 28 days, and have the complaint escalated to Level Two. Appeals are handled by an external Registered Nutritionist.
5.3.2 Appeals, quoting your original complaint reference, should be directed to your original complaint handler who will forward the request to an appropriate appeal handler. Receipt of appeals will be acknowledged in writing within 14 days. When we acknowledge receipt of your appeal, we will also provide details of your appeal handler.
5.3.3 If your complaint relates to a specific employee, agent or subcontractor, that person will be informed of your appeal and given a further opportunity to respond. Any communication between you and the employee, agent or subcontractor in question should still take place only via the appeal handler (see 5.2.3).
5.3.4 If we require any further details, you will be contacted by the appeal handler as soon as possible. Again, they will endeavour to only contact you if it is considered important for complaint resolution. Timely return of information or evidence would be appreciated to avoid delaying the process. If this information is not forthcoming then the appeal handler will make every effort to proceed without it.
5.3.5 We aim to resolve level two complaints within 60 days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
5.3.6 At the conclusion of the level two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final, subject to your right to seek external resolution of your complaint.
5.3.7 As we are regulated by the Association for Nutrition you, as our customer, have the right to seek external resolution of your complaint from that organisation if you are not satisfied with the outcome of your level two complaint.
6. External Resolution
6.1 f you are not satisfied with the resolution of your complaint at level two you may seek external resolution of your complaint from Association for Nutrition. For details of complaint and conflict resolution mechanisms available from Association for Nutrition, please contact them via their website at:
www.associationfornutrition.org/about/complaints-and- concerns.
​
7. Confidentiality and Data Protection
7.1 All complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees, agents or subcontractors of Metabolic Health Nutrition Ltd who need to know in order to handle your complaint.
7.2 We may ask for your permission to use details of your complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting Sarah Delvin, whose details are provided above in Section 4.1.
7.3 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act.
8. Questions and Further Information
If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact Sarah Delvin on 07826544124 or met.health.nutrition@gmail.com.
​
9. Policy Responsibility and Review
9.1 Overall responsibility for this Complaints Policy within Metabolic Health Nutrition Ltd and the implementation thereof lies with Sarah Delvin, Associate Registered Nutritionist.
9.2 This Complaints Policy is regularly reviewed and updated as required.
9.3 This Complaints Policy was adopted on 04/5/2022.
9.4 This Complaints Policy was last reviewed on 04/5/2022.