Complaints Procedure

We aim to provide thoughtful, professional care every time. If something hasn’t gone as it should, we want to know — here’s how to raise it.
Step 1 — talk to us directly: most concerns are best resolved by speaking with Charlotte directly. Email hello@alchemeholistichealth.com or message us on WhatsApp, and we’ll respond within 1–2 working days.
Step 2 — put it in writing: if you’d prefer, or if your concern hasn’t been resolved informally, please email us a written complaint. We’ll acknowledge it within 5 working days and aim to give a full response within 21 days.
Step 3 — professional body: if you remain unhappy with our response, you can contact the British Acupuncture Council (BAcC), our professional regulatory body, who have their own complaints process for members of the public.
We take all feedback seriously and will treat any complaint fairly, confidentially, and without it affecting the quality of care you receive from us in future.