Last Updated: 27/07/2026

1. Introduction

We are committed to providing a high-quality, safe, and professional service to all customers and clients of Mystic Wellness Ltd.

We recognise that, despite our best efforts, things may sometimes go wrong. When this happens, we encourage you to tell us as soon as possible so we can:

• resolve the issue fairly and promptly;
• correct any mistakes where possible;
• improve our services and client experience in the future.

All complaints are handled seriously, fairly, consistently, and in confidence. We aim to resolve all complaints in a professional, transparent, and timely manner in accordance with UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

This Complaints Procedure should be read alongside our Terms and Conditions of Website Use, in particular Section 36 (Dispute Resolution), which forms the contractual escalation route for unresolved disputes.

This Policy does not affect your statutory rights under UK consumer law or your right to bring a claim in court where applicable.

2. Making a Complaint

We aim to handle all complaints quickly, effectively, fairly, and in good faith.

A complaint may relate to (but is not limited to):

• services provided or not provided;
• training courses or workshops;
• therapies or consultations;
• customer service experience;
• website or booking issues;
• payments or billing concerns;
• communication or conduct.

We treat all complaints seriously and use the information provided to improve our services and internal procedures.

Anonymous complaints may be considered where sufficient detail is provided, however we may be unable to fully investigate without contact information.

3. How You Can Make a Complaint

You can submit a complaint using any of the following methods: (please note that we may request written confirmation of your complaint where appropriate)

Email: info@mysticwellness.co.uk
Telephone: 07871 176758
Postal Address: Mystic Wellness Ltd, 98 Semley Road, Norbury, London SW16 4PJ United Kingdom

To help us investigate your complaint efficiently, please include:

• your full name and contact details;
• details of your booking or service (if applicable);
• a clear description of your complaint;
• dates, times, and any supporting evidence where available;
• the outcome you are seeking.

Failure to provide sufficient information may delay investigation or limit our ability to resolve the matter.

4. Complaints Relating to Children (Under 18 years) and Vulnerable Adults

Where a complaint involves a service provided to an individual under the age of 18 or to a vulnerable adult, we will handle the matter with additional safeguarding consideration.

We may:

• engage directly with the parent, legal guardian, or authorised representative as the primary complainant where appropriate;
• request verification of parental responsibility, legal authority, or decision-making capacity before disclosing or discussing personal data;
• consider the individual’s safety, wellbeing, capacity, and best interests as a priority in all complaint investigations; and
• escalate safeguarding concerns where appropriate to relevant authorities, including social services, healthcare professionals, regulators, or other competent bodies.

Where appropriate and safe to do so, we may also communicate directly with the child or vulnerable adult in an age-appropriate and/or capacity-appropriate manner, provided consent has been obtained or where safeguarding concerns require direct engagement in accordance with applicable law.

All complaints involving children or vulnerable adults will be treated as safeguarding-sensitive matters and handled in accordance with applicable UK safeguarding law, UK GDPR, and the Data Protection Act 2018.

Where safeguarding concerns are identified, we may prioritise immediate protective action over standard complaint timelines in order to protect the health, safety, and wellbeing of the individual involved..

5. How We Handle Complaints

All complaints will initially be reviewed by a designated senior representative of Mystic Wellness Ltd, typically the Company Director or an appointed complaints handler.

We will:

• acknowledge receipt of your complaint within 5 working days;
• confirm the name and contact details of the person handling your complaint;
• review all relevant information and evidence;
• keep you reasonably informed of progress throughout the process;
• aim to resolve complaints within 28 working days of receipt.

Where a complaint is complex or requires further investigation, we may extend this timeframe. If this happens, we will inform you of:

• the reason for the delay;
• the expected resolution timeframe.

All complaints will be handled confidentially and shared only with personnel involved in investigation, resolution, or legal compliance where necessary.

All complaints will be acknowledged and assigned a reference number for tracking purposes.

We may request additional evidence or clarification before reaching a final decision.

We aim to resolve complaints fairly, proportionately, and without unnecessary delay.

We may retain complaint records in accordance with our data retention policy and legal obligations.

Submitting a complaint will not affect your rights or the level of service you receive.

6. Time Limits for Complaints

We encourage you to raise complaints as soon as possible after the issue arises.

In general:

• complaints made more than 12 months after the event may be more difficult to investigate fully;
• however, we will still consider whether there is a reasonable justification for the delay;
• where possible, we will still attempt to investigate and resolve the matter fairly.

We reserve the right to decline investigation where delay materially affects our ability to assess the issue, evidence, or fairness of outcome, in line with UK consumer law principles.

This does not remove your statutory rights where applicable law provides longer limitation periods.

7. Internal Review of Outcome

If you are dissatisfied with the initial outcome of your complaint, you may request an internal review.

This review will be conducted by a different senior representative who has not previously been involved in your case.

We will:

• re-examine the original complaint;
• consider any new information provided;
• confirm whether the original outcome remains appropriate or should be amended.

We will provide a final written response within 28 days of receiving your request for review.

This constitutes our final internal position on your complaint.

Further escalation options remain available under Section 8 and Section 9.

8. Escalation (Children (Under 18 years) and Vulnerable Adults Receiving Therapies)

Where an escalation or complaint involves a child or a vulnerable adult, we will apply enhanced safeguarding procedures at all times.

We may:

• the safety, wellbeing, and best interests of the individual will take priority over standard complaint handling procedures at all times
• escalate concerns immediately to appropriate safeguarding authorities where there is risk of harm, including social services, healthcare professionals, police (where necessary), or other relevant agencies
• where necessary to protect the individual or others from risk of harm, escalation and information sharing may occur without consent, in line with safeguarding law and statutory guidance
• for vulnerable adults, decisions will take into account mental capacity in line with the Mental Capacity Act 2005, ensuring actions are taken in the individual’s best interests where appropriate
• prioritise the safety, wellbeing, and best interests of the individual above all complaint or service considerations;
• escalate concerns immediately to relevant safeguarding authorities where there is risk of harm, including social services, healthcare professionals, or other appropriate agencies;
• involve parents, legal guardians, carers, or authorised representatives where appropriate and lawful;
• proceed without consent where necessary to protect the individual or others from risk of harm, in accordance with safeguarding law and guidance; and
• all escalations will be treated as safeguarding matters and may override standard complaint procedures where immediate protective action is required
  • decisions will be documented in accordance with UK GDPR and the Data Protection Act 2018
  • individuals may still have the right to escalate externally (ICO or regulators where relevant)
• record and document all safeguarding-related decisions in accordance with UK GDPR and the Data Protection Act 2018.

For vulnerable adults, decisions will be made with consideration of capacity and in line with the principles of the Mental Capacity Act 2005, including acting in the individual’s best interests where appropriate.

Where a complaint cannot be resolved internally, individuals also retain the right to escalate matters to external bodies, including regulators or the Information Commissioner’s Office (ICO) where data protection concerns arise.

All escalations involving children or vulnerable adults will be treated as safeguarding-sensitive matters and may override standard complaint procedures where immediate protective action is required.

9. Escalation (Clients Receiving Therapies / Adults)

If you remain dissatisfied with our response to a complaint relating to any therapy, consultation, or wellness service provided by Mystic Wellness Ltd, you may have the right to escalate your complaint to an appropriate external body, where applicable.

Where services are delivered under professional accreditation or membership schemes (for example, the International Practitioners of Holistic Medicine (IPHM), or any other relevant accrediting or professional body), you may be able to request an independent review of your complaint through their official complaints process.

To do this, you should refer to the relevant organisation’s website and follow their published complaints procedure. For IPHM, further information can be found at: www.iphm.co.uk

Where no external professional body applies, you may still have the right to escalate matters to relevant regulatory authorities or seek independent legal advice in accordance with your statutory rights.

External escalation does not affect your legal rights under UK consumer law, including the Consumer Rights Act 2015, and does not prevent you from bringing a claim through the courts where appropriate.

10. Escalation (Students / Training Participants)

If you remain dissatisfied with our response to a complaint relating to training, education, or student-related matters, you may have the right to escalate your complaint to the relevant external accrediting or awarding body, where applicable.

Where training, courses, or educational services are delivered under professional accreditation or membership schemes (for example, the International Practitioners of Holistic Medicine (IPHM), or any other relevant accrediting or professional body), you may be able to request an independent review of your complaint through their official complaints process.

To do this, you should visit the relevant organisation’s website and follow their published complaints procedure. For IPHM, further information can be found at: www.iphm.co.uk

External escalation applies only where the course, training programme, or qualification falls within the scope of that organisation’s oversight and does not replace your statutory rights under UK consumer protection law.

11. Alternative Dispute Resolution (ADR) and External Escalation

If you remain dissatisfied after completion of our internal complaints process, you may refer the matter to an independent Alternative Dispute Resolution (ADR) provider.

ADR is a process designed to resolve disputes without the need for court proceedings.

We are willing to engage in ADR where:

• it is appropriate to the nature of the dispute;
• both parties agree to participate;
• the ADR provider is a certified UK ADR body approved under the Consumer ADR Regulations 2015.

You may contact us at: info@mysticwellness.co.uk

We will, where appropriate, provide details of a relevant certified ADR provider or scheme applicable to your complaint.

We are prepared to submit to an ADR process operated by an approved ADR body where both parties agree to do so.

Please note:

• ADR is generally voluntary unless required by law or regulator;
• participation does not affect your statutory rights;
• you retain the right to bring a claim in court in accordance with Section 36 (Dispute Resolution) of our Terms and Conditions.

We may decline ADR where a matter is already subject to legal proceedings or where ADR is deemed unsuitable due to safeguarding, fraud, or abuse concerns.

12. Regulatory Escalation (ICO and CMA Rights)

Where your complaint relates to:

• personal data or privacy concerns, you may escalate the matter to the Information Commissioner’s Office (ICO): https://ico.org.uk
• consumer protection or unfair trading practices, you may contact the Competition and Markets Authority (CMA): https://www.gov.uk/government/organisations/competition-and-markets-authority

You are encouraged to allow us reasonable opportunity to resolve the issue before external escalation.

We will always attempt to resolve matters internally before escalation is required.

13. Equality, Fairness and Accessibility

We are committed to handling all complaints fairly and without discrimination.

If you require assistance to make a complaint due to disability, language barriers, or accessibility needs, please contact us and we will make reasonable adjustments in accordance with the Equality Act 2010.

Adjustments may include alternative communication formats, extended timeframes, or assisted complaint submission where appropriate.

14. Record Keeping and Confidentiality

All complaints and related information are:

• All complaints will be handled with strict confidentiality. Information will only be shared with
• Records of complaints will be kept securely and retained only for as long as necessary in
• compliance with data protection regulations.
• All complaints are handled confidentially in accordance with applicable data protection law, including the UK GDPR and Data Protection Act 2018.
• Individuals directly involved in the resolution process or where required by law.
• Recorded securely;
• Stored in accordance with UK GDPR and Data Protection Act 2018;
• accessed only by authorised personnel;
• retained only for as long as necessary for legal, regulatory, or operational purposes.

Information may be shared where:

• required by law;
• necessary for investigation;
• required to prevent fraud, abuse, or safeguarding risks.

We may anonymise complaint data for internal quality improvement purpose.

Complaint records may be retained for up to 6 years where required for legal, regulatory, or insurance purposes.

15. No Retaliation

You will not be treated unfairly for raising a complaint.

Submitting a complaint will not affect:

• your access to services (unless necessary for safety or legal reasons);
• your statutory rights;
• your eligibility for future services, except where necessary for safeguarding, abuse prevention, or legal compliance.

We reserve the right to restrict access where complaints involve harassment, abuse, or misuse of the complaints process.

16. Relationship with Terms and Conditions

This Complaints Procedure forms part of our wider legal framework and should be read alongside:

• Terms and Conditions of Website Use (Section 36 – Dispute Resolution);
• Privacy Policy;
• Cookie Policy;
• Terms and Conditions of Sale (where applicable).

In case of conflict relating to dispute resolution, the Terms and Conditions of Website Use shall take precedence.

This ensures consistency across all contractual documents governing services.

17. Changes to This Policy

We may update this Policy from time to time. Any changes will be posted on this page with an updated “Last Updated” date.

Continued use of our services after updates constitutes acceptance of the revised Policy.

18. Acknowledgement

By accessing, using, or engaging with any services provided by Mystic Wellness Ltd, you confirm that you have read, understood, and agree to the terms set out in this Complaints Procedure Policy.

You acknowledge that this Policy explains how complaints are made, handled, and resolved, and forms part of your agreement with Mystic Wellness Ltd together with our Terms and Conditions of Website Use, Terms and Conditions of Sale, Privacy Policy, and all other applicable policies.

You understand that complaints must be submitted in accordance with the procedures set out in this Policy and that we will handle all complaints fairly, reasonably, and in line with applicable UK consumer law.

You further acknowledge that internal review and escalation procedures must be followed before any external dispute resolution or legal action is initiated, except where your statutory rights allow otherwise.

By continuing to use our services, you confirm ongoing acceptance of this Policy, including any future updates or amendments.