Angie Healthy Options Ltd

1. Purpose of This Policy

Angie Healthy Options Ltd is committed to delivering high-quality products and services while maintaining the highest standards of customer care, transparency, and fairness. We recognise that, on occasion, customers may feel dissatisfied and wish to raise a concern or complaint.

This Complaints Procedure outlines a clear, structured, and accessible process through which customers can raise complaints and have them addressed promptly, fairly, and professionally. Our objective is to resolve issues efficiently, maintain customer trust, and continuously improve our services.

2. Scope

This policy applies to all complaints relating to:

• Products supplied by Angie Healthy Options Ltd

• Customer service experiences

• Delivery, payment, or after-sales issues

• Any other aspect of our business operations

This procedure applies to all customers, including those who have purchased products outright or via approved finance providers.

3. How to Make a Complaint

Customers may submit a complaint through any of the following channels:

• Email: angiehealthyoptions@gmail.com

• Website Contact Form: https://angiehealthyoptions.org

• Written correspondence: Available upon request

To enable us to investigate efficiently, complaints should include the following information where applicable:

• Full name of the complainant

• Contact details (email address and/or telephone number)

• Order number or reference number (if applicable)

• A clear and concise description of the issue

• Any supporting evidence (such as photographs, receipts, or correspondence)

4. Acknowledgement of Complaints

All complaints will be formally acknowledged within five (5) working days of receipt. The acknowledgement will confirm:

• That the complaint has been received

• The name or department responsible for handling the complaint

• The expected timeframe for investigation and response

5. Investigation Process

Each complaint is handled objectively, impartially, and confidentially.

• Complaints are reviewed by a designated member of staff or management

• Relevant information and records are examined carefully

• Customers may be contacted to provide further clarification or evidence where necessary

Angie Healthy Options Ltd ensures that no customer is treated unfairly or discriminated against as a result of raising a complaint.

6. Resolution and Response

We aim to provide a full written response within fourteen (14) working days of acknowledging the complaint.

Where resolution requires additional time due to complexity or third-party involvement, the customer will be:

• Informed of the reason for the delay

• Provided with an updated expected resolution timeframe

Outcomes may include, where appropriate:

• An explanation or clarification

• A corrective action

• A replacement, refund, or other remedial measure in line with company policy and UK consumer law

7. Escalation

If a customer is not satisfied with the outcome of their complaint, they may request that the matter be escalated for further review.

• Escalated complaints will be reviewed by senior management

• A final decision will be communicated in writing

• This decision represents the final stage of our internal complaints process

8. Finance-Related Complaints

Where a complaint relates specifically to a third-party finance agreement, the customer may also need to contact the finance provider directly, as credit agreements are governed by the lender’s own terms and regulatory obligations.

9. Continuous Improvement

All complaints are logged, monitored, and analysed to:

• Identify recurring issues

• Improve products, services, and internal processes

• Enhance overall customer satisfaction

Feedback from complaints plays a vital role in maintaining high operational standards at Angie Healthy Options Ltd.

10. Contact Information

For all complaints or enquiries regarding this procedure, please contact:
Email: angiehealthyoptions@gmail.com
Website: https://angiehealthyoptions.org