Wildernesscleana

Complaints procedure

We take all complaints seriously and handle them fairly, in line with UK consumer protection standards.

1. Scope

This procedure applies to complaints about our website, enrolment process, programme delivery, billing, data handling, or customer service. It does not cover clinical or medical matters, as we do not provide regulated healthcare services.

2. How to Complain

You may submit a complaint by any of the following methods:

  • Email: writetous@wildernesscleana.world (mark subject line "Complaint")
  • Telephone: +44 7767 224829 (Monday to Friday, 09:00–17:30 GMT)
  • Post: Complaints Team, Wildernesscleana, 372 Ealing Road, Wembley, London HA0 1BH, United Kingdom

Please include your full name, contact details, enrolment reference (if applicable), and a clear description of your concern.

3. Our Process

Acknowledgement

We will acknowledge your complaint within five working days of receipt, providing a reference number and the name of the person handling your case.

Investigation

We will review relevant records, speak with involved team members, and gather any additional information needed to understand the issue fully.

Response

We aim to provide a substantive written response within 20 working days. If we require more time, we will inform you of the revised timeframe.

Resolution

Where we have fallen short, we will explain what went wrong and what remedial action we propose — which may include an apology, service credit, or refund in accordance with our Return Policy.

4. Escalation

If you are dissatisfied with our final response, you may request escalation to our Programme Director by emailing writetous@wildernesscleana.world with your complaint reference number.

5. Alternative Dispute Resolution

If we cannot resolve your complaint, you may refer the matter to an approved alternative dispute resolution provider. UK consumers may also seek guidance from Citizens Advice (citizensadvice.org.uk) or, for online purchases, the EU/UK Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

6. Data Protection Complaints

Complaints relating to personal data may also be referred to the Information Commissioner's Office (ICO) at ico.org.uk.