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How to Raise a Complaint

Your satisfaction is our priority. If you have encountered any issues or have concerns about our services, we are here to listen and resolve them promptly. Below is our complaint-handling procedure, which ensures your feedback is treated with the utmost importance.

Our Complaint Handling Process

If you're not entirely satisfied with any aspect of our service, please follow the steps below to raise a complaint. We will take all complaints seriously and aim to resolve them in a timely and fair manner.

Step 1: Submit Your Complaint

You can submit your complaint in the following ways:

  • Email:
  • Post: PNC Active Ltd, 35 Sinclair Road, London, W14 0NS, United Kingdom
  • Phone: 0203 376 4306 (Available Monday to Friday, 9 AM - 5 PM)

Please provide the following details when submitting your complaint:

  • Your full name and contact details (email or phone number)
  • Details of the issue, including order number if applicable
  • Any supporting documents or information relevant to the complaint

Step 2: Acknowledgment of Complaint

We will acknowledge receipt of your complaint within 2 working days. Our team will review your submission and ensure it is directed to the appropriate department for investigation.

Step 3: Investigation

We will thoroughly investigate your complaint. During this stage, we may contact you for additional information or clarification. We will aim to resolve the complaint within 14 working days.

Step 4: Resolution

Once the investigation is complete, we will provide you with a formal response detailing the outcome. Depending on the nature of the complaint, resolutions may include:

  • A full or partial refund
  • Replacements or exchanges of products
  • Further clarification or guidance
  • Improvements to our services based on your feedback

Step 5: Further Escalation

If you are not satisfied with our response, you may escalate the complaint by contacting our senior management at . We will re-review your case and aim to resolve it in a way that meets your expectations.

Step 6: Independent Review

If you are still dissatisfied with the outcome, you have the option to seek an independent review from an appropriate ombudsman or alternative dispute resolution (ADR) body. We will provide details of the relevant service upon request.