Complaints Policy & Procedure

Last updated: July 2026

Our Commitment

Compliance first. Humanity always. Trust in everything we do.

At Blue Conker, I am committed to providing a professional, respectful and supportive experience for every client.

I genuinely want you to have a positive experience. If something hasn't met your expectations, I'd much rather hear about it than have you leave feeling unheard or disappointed.

Most concerns can be resolved quickly through open and honest conversation, and I will always do my best to listen, understand and work towards a fair outcome.

1. PURPOSE OF THIS POLICY

This policy explains how you can raise a concern or make a complaint about any Blue Conker service, product or experience, and how I will manage that complaint fairly, consistently and confidentially.

This policy applies to all Blue Conker services, including:

• Roots to Rise® Coaching

• Hypnotherapy

• Defrazzle Sessions

• Group Programmes

• Workshops and Events

• Roots to Rise Walks

• Online Courses

• Digital Products

• Website enquiries and customer service.

2. WHAT IS A COMPLAINT?

A complaint is any expression of dissatisfaction about a Blue Conker service, product, communication or experience where you feel your expectations have not been met.

This may include concerns relating to:

• the quality of a service

• communication

• professionalism

• customer service

• accessibility

• payments or administration

• online courses or digital products

• the handling of your personal information

• any other aspect of your experience with Blue Conker.

3. RAISING A CONCERN

Where possible, I encourage you to raise concerns as soon as they arise.

Many issues are the result of misunderstandings and can often be resolved quickly through respectful conversation.

You can raise a concern by contacting me directly at:

Email: [email protected]

Please include:

• your name

• your preferred contact details

• a description of your concern

• any relevant dates or information

• the outcome you are hoping to achieve.

4. HOW YOUR COMPLAINT WILL BE HANDLED

Once your complaint has been received, I will:

• acknowledge your complaint within five working days

• review all relevant information

• contact you if further information is required

• investigate the matter fairly and impartially

• provide a written response, normally within 20 working days.

If additional time is required due to the complexity of the complaint, I will let you know and keep you updated on progress.

5. POSSIBLE OUTCOMES

Following my investigation, I will explain the outcome of your complaint and, where appropriate, may:

• provide an explanation

• offer an apology

• correct an error

• review or improve my processes

• offer an appropriate remedy where considered reasonable

• explain why I do not uphold the complaint.

Every complaint is considered on its own individual circumstances.

6. COMPLAINTS ABOUT PERSONAL INFORMATION

If your complaint relates to the way Blue Conker has collected, stored, processed or used your personal information, it will be investigated in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

If you remain dissatisfied after I have responded, you have the right to raise your concerns with the Information Commissioner's Office (ICO).

Further information can be found at:

www.ico.org.uk

7. CONFIDENTIALITY

All complaints will be handled respectfully and, wherever possible, confidentially.

Information relating to a complaint will only be shared where necessary to investigate the matter, comply with legal obligations or protect the safety and wellbeing of those involved.

8. RECORD KEEPING

Blue Conker maintains a confidential record of complaints received, investigations undertaken and outcomes reached.

Complaint records are retained in accordance with my Privacy Policy and applicable legal requirements.

9. CONTINUOUS IMPROVEMENT

Complaints are taken seriously and viewed as an opportunity to learn, improve and strengthen the services I provide.

Where appropriate, I will review policies, procedures or ways of working to help prevent similar issues arising in the future.

10. IF YOU REMAIN DISSATISFIED

If, after receiving my final response, you remain dissatisfied, you are free to seek independent advice or pursue any legal rights available to you.

Nothing within this policy affects your statutory rights.

11. CONTACT

If you wish to raise a concern or make a complaint, please contact:

Sara Heard
Blue Conker

Email: [email protected]

I will always do my best to resolve concerns fairly, respectfully and as quickly as possible.