Complaints Policy

Journey Health is committed to providing a high-quality service to all our customers. We value your feedback and take all complaints seriously. This policy outlines our procedure for handling customer complaints.

1. Acknowledgment and Initial Response

  • We aim to acknowledge receipt of all formal written complaints within two business days.
  • We aim to provide a full response to all formal written complaints within five business days of receipt.

2. Lodging a Formal Complaint

To lodge a formal complaint, please submit the details via our Contact Form.

Please provide as much detail as possible, including:

  • Your name and contact information
  • Your order number (if applicable)
  • A clear and concise description of your complaint
  • The desired outcome

3. Complaint Investigation

  • We will investigate your complaint promptly and fairly.
  • We may need to contact you to gather further information.

4. Response and Resolution

  • We will provide a written response to your complaint, outlining the steps taken to investigate and resolve the issue.
  • We will endeavor to resolve your complaint to your satisfaction.

5. Review and Improvement

  • We regularly review our complaints handling procedures to identify areas for improvement.
  • Your feedback is valuable in helping us continually enhance our services.