Complaints Handling Procedure
Our Commitment
At Nutri-Link, we are committed to providing excellent products, services, and customer care. If you are dissatisfied with any aspect of our service, products, or how we have handled your personal data, we want to hear from you so that we can investigate and put matters right.
We aim to handle all complaints fairly, consistently, and without undue delay.
Types of Complaints
Customer Service Complaints
These include complaints relating to:
- Orders and deliveries
- Products and services
- Returns and refunds
- Website functionality
- Customer service interactions
- Any other aspect of our business operations
Data Protection Complaints
These include complaints relating to:
- How we collect, use, store, or share your personal data
- Subject Access Requests
- Data accuracy
- Marketing communications
- Data security
- Any rights you wish to exercise under UK GDPR or the Data (Use and Access) Act 2025
How to Make a Complaint
You can submit a complaint using any of the following methods:
Telephone
0333 577 0404
In Writing or In Person
Nutri-Link Ltd
Nutrition House
24 Milber Trading Estate
Newton Abbot
Devon
TQ12 4SG
United Kingdom
You do not need to use a specific form. Complaints may be submitted in any format.
There is no charge for making a complaint.
Making a complaint will not affect your statutory rights, your ability to place future orders, or any ongoing services we provide to you.
What Happens Next
Customer Service Complaints
Upon receipt of your complaint, we will:
- Acknowledge your complaint
- Investigate the matter
- Keep you informed where appropriate
- Provide our response and any actions taken
We aim to resolve most customer service complaints within 14 days.
Data Protection Complaints
In accordance with the Data (Use and Access) Act 2025 and UK data protection legislation, we will:
- Acknowledge receipt of your complaint within 30 days
- Investigate the complaint without undue delay
- Keep you informed of progress where appropriate
- Provide our outcome and any actions taken
We aim to resolve data protection complaints as quickly and fairly as possible.
Escalation Process
If you are not satisfied with our initial response, you may request that your complaint is reviewed.
Stage One
Customer Services Manager or Data Protection Team, depending on the nature of your complaint.
Stage Two
Director Review
A Director of Nutri-Link Ltd will conduct an independent review of the complaint and provide a final internal response.
For complaints relating to personal data, you also have the right to refer the matter to the Information Commissioner’s Office (ICO) if you remain dissatisfied following our internal review process.
Data Protection Complaints and the ICO
If your complaint relates to personal data and you remain dissatisfied after our internal review, you have the right to complain to the Information Commissioner’s Office (ICO).
Website: https://www.ico.org.uk
Nutri-Link Ltd is registered with the Information Commissioner’s Office under registration number Z8107322.
We would appreciate the opportunity to resolve your concerns before you contact the ICO and encourage you to contact us first.
Re-Opening a Complaint
If you believe a complaint has been closed incorrectly or new information becomes available, you may request that we review the matter again by contacting our Customer Services Team on 0333 577 0404 or by emailing [email protected].
Policy Review
This Complaints Handling Procedure is reviewed periodically and updated to reflect changes in legislation, regulatory guidance, and business practices.
Last reviewed: June 2026