COMPLAINTS POLICY

1. Definitions
   • In this Complaints Policy, the following expressions have the following meanings:

2. Purpose of this Complaints Policy
   • I welcome and encourage feedback of all kinds from my customers. If you have a Complaint about my course, not only do I want to resolve it to your satisfaction, but I also want to learn from it in order to improve my business and customer experience in the future.
   • It is my policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
     • To provide a clear and fair procedure for any customers who wish to make a Complaint about my services;
     • 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.

3. What this Complaints Policy Covers
   • This Complaints Policy applies to my provision of services.
   • For the purposes of this Complaints Policy, any reference to me, Wendy Proctor or Wendy Proctor Pregnancy, Birth and Postnatal Wellbeing.
   • Complaints may relate to any of my activities and may include (but not be limited to):
     • The quality of customer service you have received from me;
     • The behaviour and/or professional competence of myself;
     • Delays, defects, poor workmanship or other problems associated with the provision of services;

• The following are not considered to be Complaints and should therefore be directed to Wendy Proctor and addressed accordingly:
  • General questions about my services;
  • Matters concerning contractual or other legal disputes;
  • Formal requests for the disclosure of information, for example, under applicable legislation;

4. Making a Complaint
   • All Complaints, whether they concern my services, should be made in one of the following ways:
     • In writing, addressed to Wendy Proctor 74 Shaftesbury Avenue, Montpelier, Bristol, BS6 5LY;
     • By email, addressed to Wendy Proctor at info@wendyproctor.org.uk;
     • Using my Complaints Form, following the instructions included with the form;
     • By contacting me by telephone on +44 7940 885436
   • When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:
     • Your name, address, telephone number and email address. Wendy Proctor will contact you using your preferred contact method as your Complaint is handled.
     • If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;
     • If you are making a Complaint about a particular transaction, the order number;
     • 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 me to do to resolve your Complaint and to put things right. (Please note that whilst I will make every reasonable effort to accommodate such requests, I am not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)

5. How I Handle Your Complaint
   • Following my Complaints Procedure, my aim is to always resolve complaints to your satisfaction without further recourse to External Resolution. If you are not satisfied with the resolution of your Complaint, you may refer to External Resolution as detailed below.
   • Upon receipt of your Complaint, I, Wendy Proctor – Owner, will log the Complaint in my Complaints Log system and will acknowledge receipt of it in writing within 28 days, giving you a Complaint Reference.
   • When I acknowledge receipt of your Complaint, I will also inform you that I will be handling your Complaint.
   • If I require any further information or evidence from you, I will contact you as quickly as is reasonably possible to ask for it. I will 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, I will use all reasonable efforts to proceed without it; however, please be aware that I will not ask for further information or evidence unless I consider it important to the successful resolution of your Complaint.
   • I aim to resolve 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.
   • At the conclusion of the complaints procedure, regardless of the outcome, I will provide you with full details of my investigation, my conclusions from that investigation, and any action taken as a result. My decision at this stage is final, subject to your right to seek External Resolution of your Complaint.
   • As I am a member of a regulated body by the Internation Federaton of Aromatherapists, you, as my customer, have the right to seek External Resolution of your Complaint from that organisation if you are not satisfied with the outcome.
   • If you are not satisfied with the resolution of your Complaint, you may seek External Resolution of your Complaint from the Internation Federaton of Aromatherapists. For details of complaint and conflict resolution mechanisms available from the Internation Federaton of Aromatherapists, please contact them by post at 10 Annealing Close, Eastleigh, Southampton, SO50 9PX, by telephone on 023 8062 4350, via their website at https://www.fht.org.uk.

6. Confidentiality and Data Protection
   • All Complaints and information relating thereto are treated with the utmost confidence.
   • All personal information that I may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and your rights thereunder, as set out in my GDPR Compliance document available from https://wendyproctor.org.uk/gdpr-compliance/.

7. Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about my Complaints Procedure, please contact me Wendy Proctor by post at 74 Shaftesbury Avenue, Bristol, BS6 5LY, by telephone on +44 7940 885436, or by email at info@wendyproctor.org.uk.

8. Policy Responsibility and Review
   • Overall responsibility for this Complaints Policy and the implementation thereof lies with me Wendy Proctor Owner.
   • This Complaints Policy is regularly reviewed and updated as required.
   • This Complaints Policy was adopted on 12/04/2025.
   • This Complaints Policy was last reviewed on 12/04/2025.