Last updated: September 2026
I always aim to provide the highest standard of care and service. However, if you are unhappy with any aspect of your experience, whether relating to your booking, billing, or the treatment itself. I want to hear from you so we can put it right.
How to File a Complaint:
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Contact Myself: Please submit your complaint in writing by emailing carly@phoenix-bodyworks.co.uk or in writing to Phoenix Bodywork @ Massage and Wellbeing, 18 Gandy Street, Exeter EX4 3LS, within 14 days of your treatment.
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What to Include: Please include your full name, the date and time of your appointment, and a brief description of your concern.
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Response Timeline: I will acknowledge receipt of your complaint within 3 working days. A full, formal review will be conducted, I aim to provide a detailed resolution or response within 14 working days.
If you do not get a response within 30 days, you can escalate the complaint via the following methods:
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For Service Disputes: If we cannot reach a mutual resolution regarding payments or service quality, you have the right to contact Citizens Advice Consumer Service for independent guidance.
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For Data Protection Disputes: If your complaint concerns are how I have handled your personal or medical data and you are unsatisfied with my response, you have the right to lodge an official complaint directly with the Information Commissioner’s Office (ICO) via their website (www.ico.org.uk), in writing to ICO Wycliffe House, Water Lane, Wilmslow, SK9 5AF or email: https://ico.org.uk/. You will be required to provide my ICO Registration Number, which is ZB148226.
