COMPLAINT HANDLING PROCEDURE

 Bendylegs Ltd / Dr Jo Watkins

 Effective Date: 10th June 2026 | Review Date: 10th June 2026

  

1. Purpose

Bendylegs Ltd is committed to handling complaints fairly, consistently, confidentially, and within appropriate timeframes.

This procedure outlines how complaints relating to services, communications, or the processing of personal data are received, investigated, managed and resolved.

This procedure applies to all complaints received in relation to services provided by Dr Jo Watkins trading under Bendylegs Ltd.

 

2. Scope

This procedure applies to:

• Clients
• Prospective clients
• Website users
• Subscribers
• Third parties whose personal data may be processed by Bendylegs Ltd

Complaints may relate to:

• Coaching or consultancy services
• Communication standards
• Handling of personal information
• Marketing communications
• Subject access requests
• Website or digital platform concerns
• Confidentiality or data security concerns

 

3. How Complaints Can Be Submitted

Complaints may be submitted through the following channels:

Email:
jo@bendylegs.com

Website contact form:
www.jowatkins.com 

Post:
Bendylegs Ltd
10 Langland Bay Road

Complainants should provide:

• Full name
• Contact details
• Description of the complaint
• Relevant dates or supporting information

 

4. Acknowledgement of Complaints

All complaints will normally be acknowledged within 5 working days of receipt.

The acknowledgement may:

• confirm receipt,
• request additional information,
• explain the next steps,
• and provide an estimated response timeframe.
  
  

5. Complaint Investigation Process

Complaints will be reviewed fairly, objectively, and confidentially.

The investigation process may include:

• reviewing correspondence or records,
• reviewing coaching notes or service records where appropriate,
• speaking with relevant subcontractors or service providers,
• assessing compliance with internal policies and procedures.

Where a complaint relates to personal data, identity verification may be required before specific information can be disclosed.

 

6. Response Timeframes

Bendylegs Ltd aims to resolve complaints within 30 calendar days wherever reasonably possible.

Where additional time is required due to complexity or volume of information, the complainant will be informed of:

• the reason for the delay,
• progress made,
• and the anticipated revised timeframe.
  
  

7. Outcomes and Resolution

Following investigation, the complainant will receive a written response outlining:

• the findings,
• any actions taken,
• whether the complaint has been upheld,
• and any remedial measures proposed.

Possible outcomes may include:

• clarification or explanation,
• correction of records,
• changes to internal procedures,
• restriction or deletion of data where appropriate,
• apology or remedial action.

 

8. Escalation Rights

If a complainant remains dissatisfied with the outcome, they may escalate their concerns to the Information Commissioner’s Office (ICO).

Information Commissioner’s Office:
https://ico.org.uk

 

 9. Complaint Records

Bendylegs Ltd maintains a confidential complaint log containing:

• date received,
• nature of complaint,
• actions taken,
• correspondence,
• resolution outcome.

Complaint records are retained only for as long as reasonably necessary for compliance, legal, and operational purposes

  

10. Confidentiality

All complaints are handled confidentially and shared only with individuals necessary for investigation and resolution.

Subcontractors or third-party providers involved in complaint resolution are required to maintain confidentiality and comply with applicable data protection obligations.

 

11. Review of Procedure

This procedure will be reviewed periodically to ensure ongoing compliance with applicable UK data protection and consumer protection requirements.

 

Bendylegs Ltd  |  jo@bendylegs.com  |  Effective: 10th June 2026