1.  Purpose

At A Time to Relax, we are committed to providing a safe, respectful, and high-quality service. If something goes wrong, we want to know so we can put it right and improve.

2.  How to make a Complaint

If you are unhappy with any aspect of your treatment or experience, please let us know as soon as possible.

You can:

• Speak directly to your therapist during or after your appointment.

• Email us at amber@atimetorelax.co.uk

• Write to us at 2 Oaktree Cottage, Fareham Road, Wickham, Hants PO17 5BY.

Please include:

• Your name and contact details.

• Details of what happened, including dates and times if possible.
• What you would like us to do to resolve the matter.

3.  What happens next

• We will acknowledge your complaint within 5 working days.

• We will investigate fully and fairly, reviewing all records and notes.

• We aim to provide a full written response within 20 working days. If we need more time, we will let you know and explain why.

4.  Possible Outcomes

We may:

• Offer an explanation or apology.

• Take corrective action to prevent a recurrence.

• Offer a refund or alternative resolution where appropriate.

5.  If You’re Not Satisfied

If you feel your complaint has not been resolved, you can escalate it to our professional regulator and membership body:

• Association of Reflexologists (AOR) – www.aor.org.uk/home/complaints-procedure/

6.  Confidentiality

All complaints will be handled sensitively and in line with data protection laws. Your information will only be shared with those directly involved in resolving the matter.

7.  Review

We review this policy annually to ensure it remains fair, clear, and effective.

Amended: 15/06/26 (AMalleson)