Complaints Procedure

Our Approach

We take all complaints seriously and aim to resolve concerns fairly and promptly. This procedure applies to complaints about our services, website, or how we handle your personal data.

How to Complain

Please submit your complaint in writing using one of the following methods:

• Email: talk@boneseavibrantir.world (subject line: Complaint)
• Post: Complaints, Boneseavibrantir, Unit C, Forstal Farm, Goudhurst Road, Lamberhurst, Tunbridge Wells TN3 8AG
• Telephone: +44 1892 890690 (Monday to Friday, 09:00–17:00 UK time)

Please include your name, contact details, a clear description of the issue, and any relevant booking reference or dates.

Response Times

We will acknowledge your complaint within three working days and provide a full written response within fourteen working days. If we require additional time, we will inform you of the revised timeframe.

Investigation

Complaints are reviewed by a senior member of our team who was not directly involved in the matter. We may contact you for further information during our investigation.

Outcome

Our response will explain our findings and any remedial action we propose. This may include a refund, rescheduled session, or apology where appropriate. Remedies are considered on a case-by-case basis.

Escalation

If you remain dissatisfied after our final response, you may:

• Refer the matter to an approved alternative dispute resolution (ADR) provider in the United Kingdom
• Seek advice from the Citizens Advice consumer service at citizensadvice.org.uk or telephone 0808 223 1133
• For data protection complaints, contact the Information Commissioner's Office at ico.org.uk

Consumer Rights

This procedure does not affect your statutory rights under the Consumer Rights Act 2015 or other applicable UK legislation. For cancellation and refund terms, see our Return & Cancellation Policy.