Complaints Procedure

Our Commitment

At Don’t Weight, we are committed to providing a high-quality service. However, we recognise that sometimes things may not meet your expectations. We take all complaints seriously and view them as an opportunity to improve. This procedure outlines how to raise a concern and what you can expect from us.

How to Make a Complaint

You can submit a complaint through any of the following channels:

• Email: complaints@dontweight.co.uk
• Post: Complaints Team, Don’t Weight Ltd
• Website: via our Contact Us page

When making a complaint, please include:

• Your full name and account email address
• A clear description of the issue
• The date(s) the issue occurred
• Any relevant correspondence or reference numbers
• The outcome you are seeking

Our Process

Stage 1: Acknowledgement (within 2 working days)

We will acknowledge your complaint in writing within 2 working days of receipt. Your complaint will be assigned a unique reference number and a dedicated complaints handler.

Stage 2: Investigation (within 10 working days)

Your complaint will be thoroughly investigated. This may involve reviewing your account records, consulting with clinical staff, and gathering any relevant evidence. We aim to provide a full written response within 10 working days. If more time is needed, we will inform you of the revised timeline.

Stage 3: Resolution

Our written response will include:

• A summary of your complaint
• Our findings from the investigation
• Any actions we have taken or plan to take
• Details of how to escalate if you remain dissatisfied

Escalation

If you are not satisfied with our response, you may escalate your complaint to:

• Care Quality Commission (CQC): for concerns about the quality and safety of our regulated services — cqc.org.uk
• General Pharmaceutical Council (GPhC): for concerns about pharmacy services — pharmacyregulation.org
• Parliamentary and Health Service Ombudsman: for unresolved NHS-related complaints — ombudsman.org.uk
• Information Commissioner’s Office (ICO): for data protection concerns — ico.org.uk

Confidentiality

All complaints are handled in strict confidence. Information is shared only with those directly involved in investigating and resolving your complaint. Complaints data is retained in accordance with our Privacy Policy.

Learning from Complaints

We review all complaints regularly to identify patterns and opportunities for improvement. Anonymised complaint data is reviewed by our clinical governance team to drive continuous improvement in our services.