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Complaints Policy


Purpose of this Complaints Policy

  • Elemental Health Ltd welcomes and encourages feedback of all kinds from our

customers.  If you have a Complaint about our training or our customer service, or

about our freelancers not only do we want to resolve it to your satisfaction but we also

want to learn from it in order to improve our business and customer experience in the


  • It is our policy to resolve Complaints quickly and fairly, where possible without recourse

to formal investigations or external bodies

  • The aims of this are to provide a clear and fair procedure for any customers who wish to make a Complaint about Elemental Health Ltd our training, our customer service, or about our freelancers

  • To ensure that everyone working for or with Elemental Health Ltd knows how to handle complaints made by our customers

  • To ensure that all Complaints are handled equally and in a fair and timely fashion;

  • To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again


What this Complaints Policy Covers

  • This Complaints Policy applies to the provision of training by Elemental Health Ltd, to

our customer service and to our freelancers.

  • For the purposes of this Complaints Policy, any reference to Elemental Health Ltd also

includes our freelancers


Complaints may relate to any of our activities and may include (but not be limited to):

  • The quality of customer service you have received from Elemental Health Ltd

  • The behaviour and/or professional competence of our freelancers

  • Delays, defects, poor workmanship or other problems associated with the provision of services by Elemental Health Ltd


The following are not considered to be Complaints and should therefore be directed to Angela McMillan (Director)

  • General questions about our training services

  • Matters concerning contractual or other legal disputes

  • Formal requests for the disclosure of information, for example, under the Data Protection Act


A complaint can be made in the following ways

  • By contacting us by telephone on 07766764729

  • Please provide your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);

  • If you are making a Complaint about a particular transaction

  • If you are making a Complaint about a particular freelancer of ours, the name and, where appropriate, position of that freelancer

  • Further details of your Complaint including, as appropriate, all times, dates, events, and people involved

  • Details of any documents or other evidence you wish to rely on in support of your Complaint

  • Details of what you would like Elemental health Ltd to do to resolve your Complaint and to put things right.  (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)


How We Handle Your Complaint

  • Upon receipt of your Complaint, the director of Elemental Health Ltd identified above will log the Complaint in our and will acknowledge receipt of it in writing within 7 days, giving you a Complaint Reference

  • When we acknowledge receipt of your Complaint we will also provide details of your Complaint Handler.  This may be the director to whom your original Complaint was directed (as above) or your Complaint may be assigned to another appropriate member of our team

  • If your Complaint relates to a specific freelancer, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond.  Any communication between you  and the freelancer in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the freelancer in question directly concerning the Complaint while we are working to resolve it

  • If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it.  We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint

  • We aim to resolve complaints within one month. 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

  • At the conclusion of the 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


Confidentiality and Data Protection

  • All Complaints and information relating thereto are treated with the utmost confidence.  Such information will only be shared with those freelancers of Elemental Health Ltd who need to know in order to handle your Complaint

  • 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 Angela McMillan (director), whose details are provided above

  • 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


Policy Responsibility and Review

  • Overall responsibility for this Complaints Policy within Elemental Health Ltd  and the

implementation thereof lies with Angela McMillan (Director)

  • This Complaints Policy is regularly reviewed and updated as required

  • This Complaints Policy was adopted on 5.12.20

  • This Complaints Policy was last reviewed on 5.12.20

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