How we will deal with any complaints

If you wish to discuss any issues you have with the way you are treated on our programme, or the advice or information you have been given, please talk to your Health Coach or Programme Support team Advisor. Most issues can be sorted out quickly and easily by following this procedure.

If you are unable to reach a solution with your Health Coach, you can raise a formal complaint in writing. Once received this will be passed to their local Manager who will investigate the complaint and aim to write to you with their findings within five working days.

If you are not satisfied with the outcome of the initial investigation, your issue will be escalated to the National Manager who will investigate further and aim to provide written feedback within ten working days.

We will investigate complaints thoroughly and look to provide a positive resolution to all issues presented to us.

If you are still not satisfied with Reed Wellbeing’s resolution of your complaint, you have the option of escalating internally through our management hierarchy up to Reed Wellbeing's Managing Director. At each stage, an independent investigation will be conducted with the aim of providing a written outcome to you within 10 working days.

If you cannot resolve your issue directly then please email us at [email protected] or call us on 0800 092 1191