Complaints Procedure
Last Updated: June 1, 2025
Our Commitment
At metabolic slim clinic, we strive to provide the highest quality service and care. We value your feedback, including complaints, as it helps us to improve our services for all our customers. If you have any concerns or are dissatisfied with any aspect of our service, please let us know. We take all complaints seriously and will investigate them thoroughly and fairly.
How to Make a Complaint
We aim to resolve concerns informally and quickly whenever possible. However, if you wish to make a formal complaint, please contact us via email.
Email: support@metabolicslimclinic.com
To help us identify your complaint correctly, please use the subject line:
“Formal Complaint”
To help us investigate your complaint efficiently, please include as much information as possible:
- Your full name, date of birth, and the email address used for your metabolic slim clinic account
- Your postcode
- Your order number (if your complaint relates to a specific order or product)
- A clear and detailed description of your complaint, including what happened, when it happened, and who was involved (if applicable)
- What you would like us to do to resolve your complaint
- If your complaint relates to an order (e.g. damaged or incorrect product), please include photographs where possible
Our Complaints Procedure
Our internal complaints procedure aims to:
- Acknowledge receipt of your complaint promptly
- Understand the nature of your complaint thoroughly
- Assign your complaint for investigation by an appropriate team member
- Conduct a fair and comprehensive review to identify the root cause
- Respond to you with our findings and any actions taken or proposed
- Take appropriate action to rectify the issue and prevent recurrence
- Share learnings internally for continuous improvement of our services
Acknowledgement
We aim to acknowledge receipt of your formal complaint within 3 working days. This acknowledgement will outline the next steps and provide contact details should you need to follow up.
Investigation and Response
We will then conduct a full investigation and aim to provide a complete response within 20 working days. If the investigation is complex and likely to take longer, we will inform you of the delay, explain the reason, and advise when you can expect a full response.
Following our investigation, we will contact you with a summary of our findings, confirm any actions taken to resolve your concerns, and outline any measures implemented to improve our services.
Where a complaint involves issues of customer safety, health, or safeguarding, we will notify our designated safeguarding lead and take immediate action where necessary, in line with our governance and regulatory obligations.
If You Are Not Satisfied With Our Response
If you are not satisfied with our response (Stage 1), you may request an internal appeal (Stage 2). This request must be made in writing within 3 months of receiving our initial response and should clearly explain why you remain dissatisfied.
Your appeal will be reviewed by a senior member of staff who was not involved in the original investigation. We aim to provide a response to your appeal within 20 working days.
External Escalation
If you remain dissatisfied after completing our internal complaints process, or if your complaint relates to specific regulated matters, you may have the right to escalate your complaint to an external body:
- Clinical or Health-Related Concerns:
If your complaint relates to clinical advice, health guidance, or services provided through partner professionals or pharmacies associated with metabolic slim clinic, you may contact the relevant professional regulatory body (for example, the General Medical Council (GMC) or the General Pharmaceutical Council (GPhC), where applicable). - Data Protection Concerns:
If your complaint concerns how we have handled your personal data, you may contact our Data Protection Officer at:
privacy@metabolicslimclinic.com You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK’s independent authority for data protection matters. Further information is available on the ICO website: www.ico.org.uk.
We always appreciate the opportunity to resolve your concerns directly before external escalation.
Contact Us
For any complaints or concerns, please contact us using the details below. Your feedback is important to us.
