Complaints Policy

Purpose

Saira Nutrition is open to and encourages feedback of all types from its service users. If you have a complaint about services or customer service, we want to resolve it to your satisfaction and to learn from it in order to improve our company and service user experience in the future.

We seek to resolve complaints as quickly and fairly as possible. We seek to ensure complaints are resolved satisfactorily without involving external bodies but we will always do so if such a course is in your best interests.

Aims of this complaints policy:

  1. To provide a clear and fair procedure for any service users who would like to a make a complaint about Saira Nutrition, our services or customer service.

  2. To make sure all complaints are dealt with equally, fairly and as quickly as reasonably possible.

  3. To make sure the complaint is also used as a learning process so the situation can be avoided in the future.

Making a complaint:

All complaints should be made by email, addressed to Saira Mashru at info@sairanutrition.co.uk

The following information is required in as much detail as possible:

  1. Your name, address, telephone number and email address

  2. If you are making the complaint on behalf of someone else, that person’s name and contact details, and your own

  3. If the complaint is about a certain transaction, you will need to provide the reference number or invoice number

  4. The time(s), date(s), event(s) and people involved in the situation or any other relevant details

  5. Any documents or evidence to back up your complaint

  6. Details of what you would like Saira Nutrition to do to sort out the complaint and resolve things – please note that while we will make reasonable efforts to meet these requests, this might not be appropriate in every case.

Handling the complaint:

  1. Once received, the complaint will be logged in the complaints log and Saira Mashru will acknowledge receipt of it in writing within 14 days – you will receive a complaint reference

  2. Any other information required from you will be requested and we respectfully ask that you provide us with this as soon as you can

  3. We aim for the complaint to be dealt with within 28 days, however, if there is a delay, you will be informed with the details of the anticipated length of the delay and the reasons why

  4. Whatever the outcome is, you will be provided with all the details of the investigation, our conclusions, and any action taken as a result – you will be told that you can have a right to appeal our decision and escalate the complaint

  5. If you are not happy with the outcome of the complaint, you may indicate a desire to appeal the decision within 28 days. Within 14 days of receiving such request Saira Nutrition will acknowledge the appeal in writing and escalate the appeal to an external Registered Nutritionist. By requesting an appeal, you will be deemed to have confirmed that you consent to your information being passed onto the external Registered Nutritionist. This information may include personal information and consultation notes. The third party is entitled to contact you directly.

  6. Any other information required from you will be requested and we respectfully ask that you provide us with this as soon as you can

  7. We will encourage the external Registered Nutritionist to resolve any such appeal within 60 days of their appointment, however, it may be that it takes longer. If there is a delay beyond 60 days, you will be informed with the details of by how much and the reasons why

  8. Whatever the outcome is at this level, you will be provided with all the details of the appeal investigation, our responses, and any action taken as a result 

  9. If you still remain unhappy with the outcome, you can take the complaint up with the Association for Nutrition who we are regulated by – you can contact them through their website at Complaints and Concerns - Association for Nutrition - in such cases, personal details may need to be passed on

Confidentiality and Data Protection:

  1. All complaints as well as any information related to them will be treated with confidence

  2. Information will only be shared on a need-to-know basis or where it is required by law to be shared or where it is necessary to do so to ensure the safety of any person

  3. Any personal information collected, used and held will be in accordance with the Data Protection Act 2018

Questions and Further Information:

If you have any questions or would like more information about this complaints policy or the complaints procedure, please contact Saira Mashru, Registered Associate Nutritionist at info@sairanutrition.co.uk

Policy Responsibility and Review:

  1. Overall responsibility for this Complaints Policy within Saira Nutrition and the implementation of it lies with Saira Mashru, Registered Associate Nutritionist

  2. This complaints policy is regularly reviewed and updated as required

  3. This complaints policy was created on 7/4/23

  4. This complaints policy was last reviewed on 31/01/24