A complaint? Here’s how we work through it together at Lipedema Coach

1. Purpose of this complaints procedure

At Lipedema Coach, we believe it is important that clients feel heard and taken seriously. This complaints procedure describes how we handle complaints about our services with care, confidentiality, and transparency.

The purpose of this procedure is to:

1. handle complaints carefully and respectfully;
2. work together towards a suitable solution;
3. prevent recurrence in the future.

2. Submitting a complaint

A complaint must always be submitted in writing.

You can send your complaint to: info@lipedemacoach.com

Please include, where possible:

• your name and contact details;
• a clear description of the complaint;
• the date(s) to which the complaint relates;
• any persons involved.
• All complaints are treated confidentially.

3. Receipt and registration

You will receive a written confirmation within three working days confirming that we have received your complaint.

The complaint will be recorded internally, including its progress and resolution.

4. Handling of the complaint

Complaints are initially handled within our organisation.

We aim to work together with you to find a suitable solution.

In principle, the complaint will be substantively addressed within two weeks.

If more time is required, you will be informed in a timely manner and provided with a new timeframe.

The total handling period will not exceed four weeks.

Depending on the nature and severity of the complaint, it may be handled by the involved practitioner, a colleague, or management.

5. Resolution and documentation

The proposed solution will be communicated to you in writing.

The outcome and any agreements made will be documented in the complaint file.

Complaints are retained for a maximum period of two years.

6. Learning and improvement

We view complaints as a valuable opportunity to improve our services.
Complaints are therefore evaluated (anonymously) and, where necessary, used to adjust processes or working methods.

7. Further steps in case of unresolved differences

If, despite our efforts, we are unable to reach a satisfactory resolution together, it is possible to submit the complaint via our professional association, the BATC. They can guide the complainant and, if necessary, refer the matter to an external organisation specialised in complaint handling.

In such a case, we will provide you with further information about the next steps.

8. Questions

If you have any questions about this complaints procedure, please contact us at: info@lipedemacoach.com