1. Our Approach
We take complaints seriously and use them to improve our programmes and communication. This procedure applies to services provided by Hiplife at 26 High St, Windsor SL4 1LH, United Kingdom.
2. How to Complain
Please contact us as soon as possible with details of your concern:
- Email: callme@hiplife.world (subject line: Complaint)
- Telephone: +44 1753 621786 (Monday to Friday, 09:00–17:30 GMT/BST)
- Post: Complaints, Hiplife, 26 High St, Windsor SL4 1LH, UK
Include your name, contact details, booking reference if applicable, and a clear description of the issue including dates and names of staff involved where known.
3. Acknowledgement and Timescales
We shall acknowledge your complaint within three working days. A substantive response, including our findings and proposed resolution, will be provided within 14 working days. Complex matters may require longer; we will inform you of any delay and provide a revised date.
4. Investigation
Complaints are reviewed by a senior member of the team not directly involved in the matter. We may contact you for further information. Records are kept confidential and stored in accordance with our Privacy Policy.
5. Outcomes
Depending on the circumstances, outcomes may include an apology, clarification of our policies, a partial refund, rescheduled sessions, or other reasonable remedy. Financial remedies follow our Cancellation Policy and applicable UK consumer law.
6. Escalation
If you remain dissatisfied after our final response, you may refer the matter to:
- Citizens Advice consumer service (citizensadvice.org.uk) for guidance on your rights under the Consumer Rights Act 2015.
- Alternative Dispute Resolution (ADR) schemes where applicable to service contracts.
7. Unacceptable Conduct
We expect courteous communication. We reserve the right to decline further correspondence where behaviour is abusive, threatening, or repetitive without new evidence.