At Second Nature, we’re committed to providing a safe, supportive, and high-quality service for all our members.
We know that sometimes things may not go as expected. If this happens, we want to hear from you, understand your experience, and learn how we can improve.
Sharing a concern
If you have a concern, we’re always happy to help resolve it. You can contact our Support team at support@secondnature.io and we’ll do our best to help.
Many concerns can be resolved quickly by speaking with us. If we’re unable to resolve your concern, or you would like us to look into it through our formal complaints process, you can contact us using the details below.
How to make a formal complaint
You can make a complaint in whichever way works best for you:
Email: complaints@secondnature.io
Please include “Formal Complaint” in the subject line.
Telephone: 020 3488 0769
In writing:
Second Nature
Clinical and Member Experience Team (Complaints)
483 Green Lanes
London
N13 4BS
You can also speak to any member of the Second Nature team, including your Health Coach, and they can help record your complaint.
You do not need to complete a form or use specific wording. Please tell us:
- what happened;
- when it happened (if known); and
- anything you would like us to understand or consider.
Complaints should usually be raised within 12 months of the event or when you became aware of the issue. We may still be able to review older complaints where there is a good reason for the delay.
What happens after you complain?
1. We acknowledge your complaint
We’ll acknowledge your complaint within 3 working days.
We’ll confirm:
- what we understand your concerns to be;
- who is looking into your complaint; and
- when you can expect a response.
2. We review your concerns
We’ll carefully review what has happened and gather the information needed to understand your experience.
Where a detailed review is needed, a Lead Investigator will be assigned. Wherever possible, this will be someone who has not previously been involved in the issue you have raised.
For complaints relating to our Specialist Weight Management Services (SWMS), our Registered Manager will oversee the process.
3. We respond
Once we have completed our review, we’ll provide a written response explaining:
- what we found;
- how we considered your concerns;
- any actions we are taking; and
- any improvements we have identified.
We aim to respond within 28 working days. If we need more time, we’ll explain why and keep you updated on progress.
If you’re not happy with our response
We hope our response addresses your concerns. If you’re still unhappy after receiving our response, please let us know and explain what you feel has not been resolved.
We’ll review your concerns and consider whether there is anything further we can do to help.
Learning from your feedback
Your feedback helps us understand what is working well and where we can do better.
We review complaints to identify themes, trends, and opportunities to improve our services, processes, and member experience. Where we make improvements because of feedback, we share this learning with the relevant teams.