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Complaints

Overview We aim to provide a very high standard of service to every consumer in our Wellstyle community, whether you be an associate, contractor or referer. If you are unhappy, for any reason, with the service we provide to you we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our wellstyle service users. 

This document explains how we will deal with any complaints we receive. It also tells you what you can do if your complaint is not resolved to your satisfaction.

 

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone via a call, or in writing via a Whatsapp message, email or post.

 

Complaints can be discussed by telephone on 0333 404 0777

Complaints can be sent to the following WhatsApp number: +44 7397 293885

Complaints can be sent to the following email address: admin@edenwellnesstherapies.me.uk  

Complaints can be sent to the following postal address: EDEN Wellstyle T/A Eden Wellness Therapies of Harley Street, London

 

ltd. Registered Office: Suite G04, 1 Quality Court, Chancery Lane, London, WC2A 1HR. Company Number 13496691 

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department you have been dealing with or your allocated case manager. It will help us to manage and respond to your complaint quickly if you can provide the following information:

  • your full name and address and a daytime contact telephone number

  • full details of your complaint with any specific dates

  • Your associate number, or contractor reference if relevant

  • details of what you would like us to do to put things right

  • copies of any relevant paperwork, including snapshots of communications/ appointments.

 

We will try to resolve your complaint within three business days of receipt. If this is achieved we will write to you, by email or letter as appropriate, to confirm that your complaint has been resolved, who dealt with  your complaint and to explain your next steps. If we are unable to resolve your complaint within this timescale we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.

 

We may ask you for further information to allow us to better understand your concerns. Once we have completed our investigation we will tell you our findings  and, if appropriate, how we will put things right and what we have learnt.

 

If we are unable to send a final response to your complaint within four weeks we will write to you or telephone you explaining why we have not yet resolved the complaint and indicate when we will contact you further. If your complaint is particularly complicated, we will keep you informed of the progress of our investigations.

 

If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timescale within which you can expect a final response. If, at this time, you are dissatisfied with the delay, you may refer your complaint to the Ombudsman Service, or seek further advice from the Citizens Advice Bureau. 

 

If you are not satisfied with our final response, you may have the right to complain to external bodies. You must usually do this within six months of our final response. Further details can be found here https://www.gov.uk/consumer-protection-rights or https://www.citizensadvice.org.uk/ 

 

Please be reminded that EDEN are unable to investigate any clinical care as this is out of our scope as an appointment provider. If you have a concern or complaint about an independent clinician or wellness provider, please seek a copy of their own complaints procedure and or request information of their membership for regulation. You may also find the following websites useful for the following professionals who have individual corresponding regulatory bodies: 

 

Registered Doctor: https://www.gmc-uk.org/about/get-involved/complaints-and-feedback-about-our-service/how-to-raise-complaint

Counsellor, BACP member: https://www.bacp.co.uk/about-us/protecting-the-public/professional-conduct/how-to-complain-about-a-bacp-member/ 

Psychologist, BPS Member: 

https://www.bps.org.uk/submitting-complaint 

Clinical Psychologist, Counselling Psychologist, Educational Psychologist, Forensic Psychologist, Health Psychologist, Occupational Psychologist or Sports & Exercise Psychologist,  Health Care Professionals Council Member: https://www.hcpc-uk.org/concerns/raising-concerns/ 

 

As a pro social organisation E///DEN will endeavour to be compassionating, offer a solution, execute the solution and follow-up with all matters of complaint. 

SELF REFER

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