When something goes wrong, tell us
Whether it’s a wrong number on a page or a consultation that didn’t help, a grievance is read by a person, answered, and can be escalated to the head of our dietitian team.
What you can raise
- A number, claim or source on the site that you think is wrong.
- A consultation, plan or programme that didn’t go as agreed.
- A payment, refund or cancellation.
- How your personal or health information was handled.
- How a member of our team treated you.
For a medical emergency, contact your doctor or local emergency services. We can’t respond fast enough for that.
What happens next
We acknowledge it
You hear back that it has arrived and who is looking at it.
Someone responsible looks into it
The people responsible for that part of the service look into it, with our dietitian team for anything about content or care.
You get a full answer
What we found, what we’re changing, and anything we’re putting right for you.
You can ask for it to be escalated
If the answer doesn’t resolve it, ask for an escalation and it goes to Moupiya Patra, Managing Dietitian, who heads our dietitian team.
What to include
- Your name and how you’d like us to reply.
- What happened, and roughly when.
- Any order, consultation or page it concerns. A link or screenshot is enough.
- What you’d like to happen next.