At Relax & Heal by Caroline, your experience and wellbeing are of the utmost importance. I am committed to providing a high standard of care and service at all times.

If you feel dissatisfied in any way, your feedback is welcomed and will be taken seriously, handled with care and used to improve the service provided.

 

My Commitment

• To listen respectfully and without judgement.
• To respond promptly and professionally.
• To treat all concerns with confidentiality.
• To work towards a fair and appropriate resolution.

 

How to Make a Complaint

If you wish to raise a concern or complaint, please do so as soon as possible:

Email: caroline@relaxandheal.co.uk

Telephone: 07308 438 291

Please include your name, contact details, details of your concern and the date of your appointment.

 

Complain Process

Your complaint will be acknowledged within 3 working days

A full response will be provided within 7–10 working days.
If further investigation is required, you will be kept informed of progress.

 

Resolution

Every effort will be made to resolve complaints fairly and promptly. Outcomes may include:

• An explanation of the situation.

• An appropriate remedy where applicable.

• Improvements to services or procedures.

 

Respectful Communication

All complaints will be handled professionally.  Abusive or inappropriate behaviour will not be tolerated and may result in communication being withdrawn.

 

Confidentiality

All information relating to complaints will be handled in confidence and in accordance with data protection regulations.

 

Policy Review

At Relax & Heal by Caroline, policies are reviewed annually to ensure they remain aligned with current legislation, industry standards and best practice.  Should any significant changes occur in practice activities, premises or legislation, it will be reviewed sooner.  

 

Last Reviewed:  March 2026 

Next Review Due:  March 2027