Complaints Policy
Complaints Policy
Forty Plus Nutrition strives to provide the best possible service for its clients. However, it recognises that sometimes you may feel that it has not met your needs. If you have any complaint or concern about the service you have received from Nisha Thakrar at Forty Plus Nutrition, you are entitled to ask for an explanation.
Forty Plus Nutritions operates an in-house complaints procedure to deal with your complaint. This procedure does not deal with matters of legal liability or compensation.
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The promise to you is that Nisha will:
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Listen to your complaint or concern.
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Respond by establishing a clear, appropriate plan of action, and provide you with relevant support and advice.
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Improve the services however she can.
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Aims of the Complaints Policy
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To ensure all complaints are treated seriously, respectfully, and with fairness.
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To provide a clear and accessible process for making a complaint.
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To address and resolve complaints promptly, maintaining communication throughout the process.
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To learn from complaints to improve our services.
How to make your complaint
Nisha hopes to resolve your problem easily and promptly once you make her aware of it. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to do so as soon as possible. This will enable us to establish what happened more easily.
Please make your complaint to Nisha Thakrar within 6 months of the event:
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Phone: 07951550078
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Please provide the following details when submitting a complaint:
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Your name and contact information.
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A clear description of your complaint, including dates and relevant details.
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Any supporting documents or evidence (if applicable).
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The outcome you are seeking (if appropriate).
Please be assured that any complaint you make, written or verbal, will be treated in the strictest confidence and will have no effect upon the level of treatment and care that you receive at the clinic.
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Complaints Handling Process
Forty Plus Nutrition has a two-stage process, in line with the BANT Code of Practice:
Stage 1: Local Resolution
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Upon receiving your complaint, Nisha will acknowledge it in writing within 3 working days.
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Nisha aims to investigate and provide a full response within 20 working days. If more time is needed, Nisha will inform you of the reason for the delay and provide an updated timeline.
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Nisha will communicate the outcome of the investigation in writing, including any actions taken to address the issue.
Stage 2: Independent External Adjudication
If you remain dissatisfied after Stage 1, you may refer your complaint to the British Association for Nutrition and Lifestyle Medicine (BANT):
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Please complete this form and submit it with any relevant supporting documentation to the BANT Professional Practice Pane (PPP) at bantpractice@bant.org.uk.
On receipt of the form, the PPP will first establish whether there is potentially a complaint to uphold, and if so, will communicate this decision in writing to you, to BANT Council and to the complainant.
The PPP will then discuss the details of the complaint via email or at a regularly planned PPP meeting. If additional information is required from you, then the PPP will request this to be sent within 16 days of receipt of the request.
The PPP will assess the nature of the complaint and discuss the appropriate course of action to be taken. The PPP will also notify you by email as soon as possible once a conclusion has been reached.
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Confidentiality
All complaints will be handled confidentially and in accordance with data protection regulations. Only individuals directly involved in resolving your complaint will have access to the information provided.
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Continuous Improvement
We view complaints as opportunities to improve our services. Following the resolution of each complaint, we:
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Review the issue to identify root causes.
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Implement changes to prevent recurrence where appropriate.
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Monitor complaints trends to enhance overall service quality.