Thrive Health Therapies Complaints

Last Updated: June 2026

At Thrive Health Therapies, we are committed to providing a professional, safe and respectful service. If you are unhappy with any aspect of your experience, we want to hear from you so that we can investigate your concerns and work towards a fair resolution.

These procedures explain how you can make a complaint and how we will deal with it. We aim to handle all complaints fairly, promptly and confidentially.

These processes set out the complaints procedure for Thrive Health Therapies (referred to as “I”, “me” and “my” throughout this document). It explains how I will handle any complaint you make about the way I collect, use, store, share or otherwise process your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 and any complaint regarding Treatment or Service.

We encourage clients to raise concerns as soon as possible after the event so that we can investigate fully and work towards a satisfactory resolution.

Please select the section relevant to your concern.

GDPR & Data Protection Complaint

or

General Service Complaint

 

 

GDPR & Data Protection Complaint

Important : This procedure applies to GDPR and Data Protection complaints only. For all other types of complaint, please refer to our General Complaints Policy

1. How to Contact Us

If you wish to make a GDPR and Data Protection complaint, please contact us using these details:

  • Data Controller: June Carnell
  • Therapist: June Carnell
  • Business Name: Thrive Health Therapies
  • Address: 36 Tarrs Avenue Kingsteignton TQ12 3DG
  • Email:
  • Phone: 07341 081 072

Complaints can be made by email, letter or in person.

 

2. Your Rights Under UK GDPR

You have the following rights in relation to the personal data we hold about you:

  • The right to access the personal data we hold about you (a Subject Access Request)
  • The right to rectification — to have inaccurate or incomplete data corrected
  • The right to erasure (‘the right to be forgotten’) in certain circumstances
  • The right to restrict processing of your personal data
  • The right to data portability — to receive your data in a structured, machine-readable format
  • The right to object to processing, including for direct marketing purposes
  • The right to withdraw consent at any time where processing is based on your consent

If you believe we have not respected one or more of these rights, you are entitled to raise a formal complaint using the procedure set out in this document.

 

3. How to Make a Complaint

To help us investigate your concern as quickly as possible, please provide:

  • Your full name and contact details.
  • A clear description of your concern and which data protection right(s) you believe have been affected
  • The date or dates when the issue occurred.
  • Details of any action you would like us to take.
  • Copies of any relevant correspondence or documents.
  • You do not need to use a special form to make a complaint.

 

4. What Happens Next

Once we receive your complaint, we will follow the process below:

A. Acknowledgement

We will acknowledge your complaint within 30 days of receiving it and confirm that we are investigating the matter.

B. Requesting Further Information

If we need any additional details to fully investigate your complaint, we will contact you as soon as possible and explain what we need and why.

C. Investigation

We will carry out a thorough and impartial review of your complaint. We will agree a realistic timescale with you once we have all necessary information, and we will keep you updated if there are any delays.

D. Decision & Outcome

We will investigate your complaint and aim to provide a substantive response within one calendar month, in accordance with UK GDPR requirements. Where permitted by law, this period may be extended for complex matters, and we will notify you if an extension is required.

Where appropriate, we will explain:

  • What happened.
  • Any findings from our investigation.
  • Any actions we have taken or intend to take.
  • Any steps we will take to prevent a similar issue from happening again.

E. Closure or Escalation:

If you are satisfied with the outcome, we will close your complaint. If you remain dissatisfied, you have the right to refer your complaint to the ICO free of charge (see Section 6 below).

 

5. Confidentiality

All complaints will be handled confidentially and in accordance with our Privacy Policy and data protection obligations.

Information relating to your complaint will only be shared where necessary to investigate and resolve the matter.

 

6. If You Are Not Satisfied

We hope to resolve all complaints directly and fairly.

If you remain dissatisfied with our response, you may seek further advice from the relevant professional or regulatory body.

If your complaint concerns the handling of your personal data, you have the right to contact the Information Commissioner's Office (ICO):

Website: www.ico.org.uk

Helpline: 0303 123 1113

Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

 

7. Review of This Procedure

We review this Complaints Procedure regularly to ensure it remains effective, fair and compliant with current legal and professional requirements.

 

  

Treatment & Service Complaints

 

This section covers complaints that are not related to data protection or privacy matters.

At Thrive Health Therapies, we strive to provide a professional, caring and high-quality service. If you are unhappy with any aspect of your treatment or experience, we encourage you to tell us so that we can understand your concerns and work towards a resolution.


Examples include:

  • Dissatisfaction with a treatment or consultation.
  • Concerns about customer service or communication.
  • Appointment scheduling, cancellations or delays.
  • Professional conduct.
  • Fees, payments or other service-related matters.

 

How to Make a General Complaint

If you wish to make a Treatment or General Service complaint, please contact us using these details:

Complaints can be made by email, letter or in person.

 

Please include:

  • Your full name and contact details.
  • A clear description of your concern.
  • The date or dates when the issue occurred.
  • Any relevant information or supporting documents.
  • The outcome you would like us to consider.

Complaints can be made by email, letter, telephone or in person.

 

What Happens Next

A. Acknowledgement

Our aim is to acknowledge complaints as soon as reasonably practicable and normally within 14 days of receipt.
However, if I am away from the practice due to annual leave, illness, training or other professional commitments, acknowledgement may take longer. Any such delay will be kept to the minimum necessary.

B. Investigation

We will investigate your concerns fairly, respectfully and impartially. This may involve reviewing appointment records, treatment notes, correspondence and any other relevant information.

If we need additional information from you, we will contact you as soon as possible.

C. Response

Our aim to provide a full written response within 30 days of acknowledging your complaint.

Where a complaint is particularly complex, or where the therapist is absent from the practice, additional time may be required. If this is the case, we will inform you of the reason for the delay and provide an updated timescale.

D. Resolution

Where appropriate, we may:

  • Offer an explanation or clarification.
  • Apologise where a mistake has occurred.
  • Review and improve our procedures.
  • Take any other reasonable action to address the concern.


If You Remain Dissatisfied

We hope to resolve all complaints directly and fairly.

If you remain dissatisfied after receiving our final response, you may seek independent advice or raise your concerns with our professional association.

As a member of the Association of Reflexologists (AoR), we adhere to their professional standards and Code of Practice.

You can contact the Association of Reflexologists for further guidance regarding professional conduct or standards of practice:

You may also seek advice from Citizens Advice or your local Trading Standards Service where appropriate.

 

8. Review of This Procedure

We review these Complaints Procedures regularly to ensure it remains effective, fair and compliant with current legal and professional requirements.

 

 

 

June Carnell - Reflexology - Devon

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June Carnell