Second Nature Complaints Procedure

Last updated: 3rd April 2024

At Second Nature, we're committed to providing a high-quality service to all our members. We recognise that sometimes things can go wrong, and when they do, we want to resolve them as quickly and efficiently as possible. This complaints procedure outlines how you can report a problem and how we will handle it.

How to Make a Complaint

1. Contact Support: If you have an issue, concern, or complaint about any aspect of our service, please contact our support team by emailing Please ensure you add in the subject field 'official complaint'. Include as much detail as possible about your issue, including any relevant dates, times, and any correspondence.

2. Formal Complaint: If your issue is not resolved to your satisfaction, you can request for your complaint to be escalated to our Complaints Specialist team. Please send this request to, including any additional relevant information and any steps you have already taken to try to resolve the issue.

Formal Complaints Handling Process

1. Acknowledgement: Upon receiving your complaint, we will send you an acknowledgement email, confirming receipt and outlining the next steps within 3 working days

2. Investigation: Your complaint will be assigned to a complaints manager who will review your case thoroughly, may contact you for further information, and will investigate all aspects of your complaint.

a. For complaints related to any of our Tier 3 Specialist Weight Management Services our Registered Manager, Rosanna Carr, will be notified and will coordinate the investigation.

3. Resolution: After our investigation, we will provide you with a detailed response to your complaint, including our findings, decisions, and any actions taken or proposed to resolve your issue. Complainants should ordinarily receive a written response within 28 working days from the date of receipt.

4. Escalation: If you are not satisfied with the outcome, you can request that your complaint be reviewed at a higher level within our organisation. Please state the reason for your dissatisfaction and any new evidence you wish to be considered.


All complaints received will be treated with confidentiality and in accordance with our privacy policy. Your personal information will only be used to process your complaint and to check on the level of service we provide.


We are always looking to improve our services and the way we handle complaints. We welcome feedback from our members on how our complaints process could be improved or how our services could be better. If you do have any feedback please send it to or if you are a member you can share it directly with your health coach in the app.