Policy
Complaints policy
If something's gone wrong, we want to know, and we want to put it right. Here's how to tell us and what happens next.
In short
- Complain however suits you: email, in writing, or through our social media. You don't need to use special words.
- We acknowledge within 5 working days and aim to give you our full answer within 20 working days.
- Complaints about your data are handled the same way. You can also go to the Information Commissioner's Office.
- Complaining never affects your membership or how we treat you.
How to complain
Email support@thisway.health, with "Complaint" in the subject if you can. For complaints about your data, you can use hello@thisway.health. We're adding an online complaint form, which will be in your account settings when member accounts open. You can also write to us at OCCO Wellbeing Ltd (ThisWay), 369 Hagley Road West, Quinton, Birmingham, England, B32 2AL, or message us on social media.
Please tell us:
- your name and the email on your account, if you have one
- what went wrong, and when
- what you'd like us to do to put it right.
You don't have to send health information. If it's relevant, we'll ask for only what we need. If you'd like someone else to complain for you, such as a family member or adviser, tell us, and we'll check with you before we share any details with them.
If you need help to complain, for example because of a disability, tell us and we'll make it easier: we can take a complaint by phone call arranged at a time that suits you, or through someone you choose.
What happens next
- We acknowledge it within 5 working days, and tell you who's looking into it.
- We investigate. A founder of ThisWay looks at every complaint. We'll look at what happened fairly and in proportion to what's involved, and ask you if we need more information.
- We reply within 20 working days with what we found, what we'll do and why. If it's complicated and we need longer, we'll tell you why and keep you updated at least every 20 working days. It won't take longer than 8 weeks.
- We put things right. That could be fixing a mistake, a refund, an apology, or changing how we do things so it doesn't happen again.
If your complaint is about something that could affect other members' safety, such as a wrong or out-of-date step, we'll fix it, or take the content down until it's fixed, within 24 hours.
If you're still not happy
Tell us, and a different founder will review your complaint and reply within 20 working days. That's our final response.
After that, independent organisations can help:
- Your data: you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
- Consumer advice: Citizens Advice consumer helpline, on 0808 223 1133 (England and Wales); Advice Direct Scotland, on 0808 164 6000 (Scotland); or Consumerline, on 0300 123 6262 (Northern Ireland).
- Alternative dispute resolution: we're not currently a member of an alternative dispute resolution scheme. If you'd like to use one, tell us, and we'll consider it.
- Card payments: if you paid by card and we haven't resolved a problem, your card provider may be able to help.
You can also take your case to court. Using our complaints process first doesn't affect your legal rights.
How we learn from complaints
We keep a record of every complaint and what we did about it for 3 years. We review them every three months to spot patterns and fix the cause, not just the problem.
Unreasonable behaviour
We'll always try to help. But if someone is abusive or threatening to our team, we may limit how they can contact us. We'll explain why, in writing, and still deal with the complaint itself.
Questions about this policy? Email hello@thisway.health. See all policies.