Complaints Policy

Customer Complaints Policy Summary 

Quantum Holographic Echo Healing® is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels from Director down. We will listen to both positive and critical comments and use them to continually improve our service.

A complaint is classified as any written or spoken expression of dissatisfaction with the service we provide and we aim to ensure that all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints. 

Summary: 

We want to resolve your complaint as soon as possible. Please call our Customer Service Team (0151 676 9609), or email admin@qheh.co.uk and we’ll do our best to respond promptly to fix any problems you may be having with our service. 

Our Responsibilities: 

  • To provide an efficient, fair and structured mechanism for handling complaints. 
  • To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs. 
  • To keep customers informed as to the progress of their complaint and the expected timeframe for resolution. 
  • To review our complaints procedures on a quarterly basis, to enable us to improve our standard of customer service. 

Handling Your Complaint: 

  • Upon receiving a complaint, we will acknowledge receipt of the same via telephone or in writing within 7 business days. 
  • If your complaint is urgent, such as where you are receiving Priority Assistance (for example, for medical reasons), we will prioritise your complaint and attempt to resolve it within 5 working days. If we cannot, we will explain why and the reasons for taking longer. 
  • We will regularly update you on the progress of your complaint, proposed actions and the expected timeframe for resolution. 
  • Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 30 calendar days. 
  • Occasionally, complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution. 
  • We will advise you of the outcome of your complaint and, where you have requested us to do so, we will advise you in writing. 
  • We may impose a charge for handling your complaint in special circumstances. For example, we may charge you a fee where your complaint requires us to retrieve archived records that are more than 24 months old. 
  • Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you. If your complaint is upheld in your favour, and we have charged you complaint handling fees, we will refund you the full amount of the fees charged within 30 days
  • You must register a complaint with 1 month of the incident. Older complaints will not be dealt with.

Step One: 

If you have a complaint regarding any aspect of your course or dealings with Quantum Holographic Echo Healing®  we urge you to email our Customer Service Team in the first instance on admin@qheh.co.uk  or ring on 0151 676 9609.  Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us. 

If you send your complaint in writing via Royal Mail, we will respond to your letter and will confirm any details in writing if you request us to do so. 

Step Two: 

Complaints made to the company are overseen by our Customer Service Management. After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 30 Business Days or longer, in which case we will update you with a reason for the delay and the expected timeframe. 

If you are not satisfied with the response tendered to you, you may ask for a quicker response although we will always endeavour to deal with your complaint immediately.