Complaints

Stage 1 — Raise it

Email complaints@qurencevitality.co.uk with your account email, what happened and what outcome you are looking for. We acknowledge every complaint within two working days and give you a reference.

Stage 2 — Investigation

We investigate and respond in full within 20 working days. Complaints involving a plan, a safety rule or a professional review are examined by a qualified reviewer, not by support alone.

Stage 3 — Review

If you are unhappy with our response you can ask for a senior review. We will respond within a further 20 working days with our final position.

Escalating outside the company

• Data-protection complaints: the Information Commissioner's Office.
• Product safety and labelling concerns: your local authority trading standards or the relevant UK regulator.
• Consumer contract disputes: Citizens Advice or an approved alternative dispute-resolution provider.

How we use complaints

Complaint themes are reviewed regularly. Where a complaint reveals a weakness in a rule, a product record or an instruction, the change is made through the normal governed approval process and recorded in the audit trail.